Primary Objectives of Position

The Customer Support Specialist (CSS) is expected to provide “best in class” customer experience to our FlexiVan customer base with a passion for excellence to achieve maximum value creation that generates revenue for Flexivan.  This role helps ensure the company delivers the highest level of service possible by being responsible for continued documentation and maintenance of all Customer Support processes and training. The CSS is tasked with solving complex customer problems, documenting work streams and promoting sustainable and evolving processes, the application of innovative technologies, and system improvements (e.g., for Salesforce, CAMS, AIM360) that enhance the Company’s relationships with customers. The success of this role will be measured in how well it reduces complexity for our customers and promotes greater satisfaction with our services and products.

Major Duties & Responsibilities

 

·         Enhance relationships with Strategic Accounts through constant and periodic interface with key stakeholders in customer accounts and leveraging and coordinating delivery of internal resources.

·         Participate on daily, weekly, and quarterly Strategic Account meetings.

·         Support the Director of Strategic Accounts developing and participating in quarterly business reviews (QBRs’).

·         Enhance customer satisfaction by providing proactive and disciplined problem resolution on common issues customer face.

·         Implement a superuser for each Company system platform: CAMS, AIM360, and Salesforce/Service Cloud.

·         Continued documentation and maintenance of processes and training.

·         Routine and periodic side-by-sides with CS team to identify improvements, standardization and learning opportunities.

·         Communicate with management teams in Operations, BI, Sales, and Finance and advising of potential capacity/service concerns and proposing solutions.

·         Propose solutions to senior management to improve service, process, and/or savings opportunities.

·         Liaise with other business units to promote working relationships and common goals.

·         Perform the Customer Support role for the On-hire and Off-Hire Process.

·         Execute “In Network” process for Strategic Accounts.

·         Work closely with the BI Team to ensure timely and accurate delivery of the OON Weekly Report.

·         Ensure all known OON FlexiVan Contracted Trips are reconciled and updated during Period Close.

·         Onboarding of New Customers in Salesforce including registration, verify inventory availability, update CAMS, coordinate agreements with customer and operations etc.

·         Provide Service Cloud/Tickets coverage support for regional team as needed.

·         Other duties as assigned.

Job Specifications & Requirements

 Key Performance Indicators:

  • Process and Training documents updated quarterly.
  • Monthly Regional CSR side-by-sides.
  • Cross Training amongst team for critical functions in place monthly.
  • Ensure Salesforce account activity is updated in real time.
  • Review and update any Out-of-Network chassis at a known Flexivan contracted BCO withing 24 hours daily.
  • Period Close to be completed by the 10th of the month following the prior billing month to ensure all trip usage have been reconciled.


Key Skills and Competencies

  • Must have strong communication skills, both verbal and written
  • Proven interpersonal skills in building cross-departmental relationships and creating collaboration among multiple parties to fulfill customer needs
  • Experience in effective root cause analysis & problem-solving
  • Proven ability to analyze, document, and work stream processes and systems
  • Promote a sense of teamwork and urgency
  • Must be very detailed to deliver accurate information
  • Must have a high level of initiative to be self-directed with minimal direction from senior leadership.


Education and Experience

·         Prefer 18+ months Flexivan CSR or related position experience within FlexiVan 

·         High school diploma required; 4-year college degree preferred

·         Minimum of 5 years’ experience working in a customer facing role with demonstrated understanding of customer focus and customer satisfaction.

Computer Skills

·         Proficient with Microsoft Word, Excel, and Outlook

·         Advanced proficiency and in-depth knowledge and understanding with web-based applications such as CAMS, AIM360, Salesforce, Service Cloud.


 


Travel Requirements


·         Minimal and as required



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