Customer Resources Specialist I

Overview

We are looking for a skilled and motivated Customer Resources Specialist to join our team in Troutville, VA . This position provides prompt response to customer needs for products and services provided by Roanoke Cement and Separation Technologies.

Responsibilities

- Ability to analyze and select most cost-effective carrier based on rate

- Scheduling deliveries with carriers according to predetermined delivery times provided by the customer

- Positive and upbeat in all communications with customers and other departments

- Relentlessly pursue a solution to every issue that a customer brings and ensure that issues are resolved promptly and thoroughly

- Demonstrate deep desire to exceed expectations of internal and external customers; not satisfied with just meeting expectations

- Enter orders into JWS/SAP systems accurately and efficiently

- Monitor order status to ensure timeliness of delivery. Notify customers of delayed or diverted loads

- Work with above mentioned systems to document schedules, diversions and cancellations

- Develop solutions to meet conflicting customer requirements

- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience

Qualifications

- College degree preferred

- Prior dispatch or logistics experience preferred

- Customer service experience in similar role preferred

- A proven track record of superior customer service abilities and decision making

- Excellent interpersonal skills with the ability to communicate effectively with customers and staff at all levels of the organization

- Experience with JWS and SAP software highly preferred

- Excellent verbal and written communication skills to collaborate with others

- Ability to work independently, but also in collaboration with team members

- Ability to multitask with different, and sometimes conflicting events happening at the same time

- Ability to work under stress, while remaining calm and facilitating the de-escalating high frustration situations

- Ability to relay information quickly and accurately both verbal and written in a fast-paced environment

- Possess a strong work ethic. Strong team concept skills required

- Strong interpersonal and communication (written and verbal) skills

- Self-starter with the ability to handle high volume workload

- Proven ability to work efficiently under tight deadlines while researching and resolving ambiguous information effectively

- Working knowledge of Microsoft Office; inclusive of Outlook, Word and Excel

- Willingness to work a flexible schedule and overtime when needed. Position requires monthly on-call rotation