Customer Service Lead at Forward Air in Greeneville, TN

Position:  Customer Service Lead

 Job Description:

The Customer Service Lead fields internal and external customer questions, complaints, and shipment tracking inquiries, while demonstrating the highest degree of courtesy, integrity, and professionalism to resolve customer and employee issues.

Core Duties & Responsibilities:

• Customer Escalations
• Employee Questions
• Employee Coaching Opportunities
• Daily Reports
• Training
• Monitoring Calls/Emails in Queue
• Phone/Email Coverage
• Quality Checks
• Monitoring/Assign Follow Up’s Daily
• Assist with Monitoring Weekly Hours
• Assisting with call and email volumes
• Data entry (domestic and international bills)
• Consistently monitor e-mail request and provide detail information in a timely fashion
• Regular and flexible attendance
• Other duties as assigned

Requirements:

• Demonstrated ability to carry out assignments to their completion and meet deadlines
• Ability to establish and maintain effective working relationships with employees and managers
• Desire for a long-term career with an industry leading company
• Ability to present and maintain a positive corporate image in a fast paced environment
• Proactively establish and maintain effective working team relationships with all support departments
• Must be proficient with Microsoft Office products including; Word, Excel, PowerPoint, Outlook, etc.
• Ability to perform general administrative duties; file, perform data entry, photocopies, etc.  
• Ability to handle heavy work load and work well under pressure
• High school diploma or GED equivalent

Skills:

• Ideal candidate will possess a “can do” attitude with a “will do” work ethic
• Must have the ability to work in a fast paced environment
• Strong verbal and written communication skills
• Experience with AS400 operating systems is a plus
• Transportation industry knowledge and experience is a plus
• Computer skills, including MS Office/Excel, AS400 functions: air-bills, manifest, customer, customer service, reports, etc.

Forward Air is an Equal Opportunity employer.

Company