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.

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

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