Customer Service - Account Representative

Position: Account Representative           
 
Salary: Hours of Operation. Monday-Thursday 7am-4pm and Friday 7am-3pm. Some after-hours, weekend work, and/or overnight travel may be required.
 
Hourly: Hours of Operation. Monday-Thursday 7am-4pm and Friday 7am-3pm. Hours based on individual level. Some after-hours work, weekend work, and/or travel may be required.
 
Position Summary: Customer Service representative reports to the Logistics Team Lead & VP of Logistics & Customer Relations. The Customer Service representative's primary responsibility is to call to solicit freight, build relationships, and visit customers to secure business for Brenny. With that, managing customers’ shipments via truck and exercising proper judgment with all details involved in the coordination of such.
 
Position Expectations for all Customer Service Representatives (may include but not limited to):

1. Accountable for providing GRAND CHAMPION Customer Service to everyone.
2. Make outbound phone calls to customers securing shipments to be hauled through Brenny Transportation Inc., & Brenny Specialized Inc.
3. Answering customers' incoming phone calls and questions. Negotiate competitive rates on loads and book shipments.
4. Above average communication with Logistics Team Lead & VP of Logistics & Customer Relations. Meeting weekly or monthly to discuss goal setting and revenue strategies.
5. Maintain and help build strong professional relationships with customers while supporting efforts to grow revenue.
6. Keep telemarketing tabs current.
7. Understand and sell WBE, DBE, and WOSB certifications.
8. Attend company meetings, chamber events, educational classes, networking events, and seminars as directed, while maintaining professional and technical knowledge by participating in these activities and reviewing industry-related publications.
9. Accountable for researching & lead generation of customers and keeping all customer information up to date in the system.
10. Customer visits regularly to build relationships with customers.
11. Work closely with Business Service & Carrier Service to share necessary credit information, communicate customer expectations, and coordinate freight needs.
12. Resolve customer concerns, develop solutions, and make recommendations to Logistics leaders as needed.
13. Work towards achieving and maintaining company & individual goals.
14. Other duties as directed by Logistics Team Lead, VP of Logistics & Customer Relations, VPs & Owners.

1. Actively pursue and secure new accounts by prospecting and Champion calling on available lanes to quote.
2. Work closely with internal teams—including Business Service, Carrier Service, Customer Service/Sales, and Specialized Dispatch—to share necessary credit information, communicate customer & load expectations, and coordinate freight needs.
3. Maintain and keep track of historical customer sales records.
4. Submit daily, weekly, and monthly activity and results reports, including call reports, work plans, and annual sales analyses.
5. Coach new and existing team members.
6. Conduct sales presentations to individuals and groups, ensuring all content is kept up to date.