Riddle me this...

Well, there are bad people all over. I dont personally know anyone that thinks like that, but I guess the possibility exists that there is someone that thinks like that.

 

So... drivers are not capable of obtaining a little bit of information, so that the CSR knows who to call, knows who took responsibility for the load not being there?

Imagine... a driver goes to WalMart to pick up a load. Shipping says "oh it already left on another truck!". The driver sends that over the QC. So two things can happen:

1. Driver is told "ok!". A note is put in the order "driver said shipping told him load is gone".
2. Driver is asked to get a name and phone number. The driver responds "John Smith, 501-555-1234". We call John Smith, he verifies there is no load for the driver. We make notes in the order.

So WalMart calls on Monday. Wants to know why this load was not picked up. We tell them option 1, well, WalMart throws a fit. Fines Swift. We lose business. Or we tell them option 2. Swift is covered. It is then an internal issue with WalMart.

Is it really that difficult to get a name and phone number? Really?

 

From the Swift website.

• • Primary Function: Manages and performs Customer Service functions regarding a specific or assigned number or assigned customers which could include regional, dedicated or National Accounts. Will work in conjunction with other internal departments to achieve territorial balance of capacity and freight while achieving high service levels. Will take total responsibility of ensuring all requirements are met company wide in regards to Customer expectations.

• • Description:
    Manage two (2) JIT/ high exposure accounts or one major account for Swift and have the skill set necessary to meet customer expectations.
    Manage and solicit business from a specific or assigned number of customers by using daily available capacity. Serve as an extension of Sales to expand business revenue by exploring all dedicated, rail and logistics opportunities with Customers. Be aware of the system wide balance/imbalance within the Swift network to book freight accordingly.
    Serve as Customer’s first line of communication and refer Customer to the proper departments if/when necessary (i.e. Pricing, claims, etc.) Responsible for managing service issues by researching and coding all applicable service failures in the system to support accurate service reporting. Responsible for monitoring and tracing loads so that follow up can be made to Customers regarding late pickups and or deliveries; as well as any other changes that may occur. Anticipate and facilitate problem resolution on all load issues to meet or exceed total satisfaction of Customers.
    Commit to and receive detailed customer load information by telephone, fax or electronic tendering, and input all load information into the system accurately to ensure system integrity.
    Maintains knowledge of customer contractual requirements relative to trailer pools in order to keep turns at the level set to gain optimum utilization of company equipment..
    Responsible for managing and clearing assigned user discrepancy queue to expedite the billing process to ensure the number of days from e-calls to cash are minimized for cash flow optimization.
    Responsible for managing EDI related requirements regarding 214 Status releasing or other similar electronic transmissions as required by Customer.
    Create monthly reports regarding service levels for customers as well as participate on any service oriented conference calls to supply definition.
    Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company and customer requirements.
    Perform additional duties as assigned by management.

• • Skills:
    Must possess professional skills deemed necessary to interact with Customers on a corporate level including making on-site visits when warranted. Use exemplary telephone skills to present a quality oriented image where the Customer is treated in a consistent, courteous, and efficient manner, so that the impression is one of excellence. Ability to set priorities and to communicate to areas involving changes that could affect daily operations. Keyboard skills, working knowledge of PC and AS400, Excel, Word, ability to work in a fast-paced team environment, excellent time management skills.

• • Education Required: High School Diploma or GED

• • Experience Required: Minimum of three (3) years (five years is preferred) Customer Service or Customer Service Relationship experience required – preferably in related industry; one (1) – two (2) years of internal Customer Service Representative III preferred.

• • Supervision Received: Minimal

• • Confidential Data: Customer knowledge.

 

edited by me