Job Description

Purpose of Position:

The Customer Service Representative is responsible to be the first point of contact for the Toyota Customer with daily interaction and communication with internal partners as well as other LPS and suppliers to ensure the best possible Customer Service is provided from the start to end of transit for each customers' loads while supporting drivers adhering to TMC process.

Key Accountabilities:

• Email, Phone and web communication to external customers, shippers and consignees, and internal partners such as Driver Coordinators, Planners, Suppliers, LPS including Lead LP and TMMC contacts
• Manage Purge Lists weekly and Daily FTO/OC email notifications from the customer
• Book pickup and delivery appointments and schedule as required for purge and over capacity orders
• Notify external and internal customers of all abnormal conditions as defined by TMMC and update SIs in Cain for all actions taken
• Answer incoming calls and transfer appropriately
• Data enter orders with pickup/delivery times confirm confirmed manually inputting into the system as required for orders outside of the regular upload
• Supply accurate information and updates through online portals for various customers and daily reporting thru AET, ARC tool and other customer websites
• Print and issues checksheets thru OWK (one way Kanban) as required and manage driver BOLs for Main routes.
• Trouble shoot problems including, breakdowns, rescheduling and cancellation of loads, route bumping providing instruction to Ops based on customer requirements.
• Initiate all TMMC incident reports with known details for all required reports including LP incident reports, Trailer damage reports, environmental spills
• Prepare changeover documentation updates and maintain up to date supplier contact lists and Hour of Operation
• Maintain accurate records of checksheets audits, misshipment and route recovery details for reference and corrective action

Other Duties

• Perform driver checksheet audits and coach drivers on customer processes as it relates to reporting requirements.
• Performs other duties as required

Qualifications:

• Secondary school diploma
• 1-2 years of prior work experience in a Customer Service role

Required Competencies:

Attention to Detail and Accurate Data Entry

Required Skills:

• Strong computer skills
• Good communication skills required
• Geographical knowledge required
• Commitment to customer satisfaction and customer focused
• Strong organizational skills and the ability to work on multiple tasks simultaneously
• Creative and effective problem solving ability

Supervision:

This position reports to the Toyota Regional Manager. The immediate supervisor and/or department leader periodically checks assignments for progress. This position has no authority over other members of the team and has no direct reports.

Hours:

Shift hours are: Monday-Friday 7:00am-3:30pm with a 30 minute lunch break.

No phone calls, please. We thank all applicants, however, only those selected for an interview will be contacted.

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