Extended Coverage Customer Service Rep
(Night & Weekend Shifts)

Full-Time | Eagan, MN, US

The Extended Coverage Customer Service Rep is a full-time position and a valuable member of the operations team. Responsibilities include communicating directly with customers and drivers, handling all operational issues, researching and resolving problems, and providing reporting.

Shift Options: 

Monday-Thursday:  3pm-12am (8 hours, 1 hour lunch): 32 working hours/week 

Friday-Sunday: 7am-7pm (11 hours, 1 hour lunch): 33 working hours/week 

Responsibilities include: 

• Monitor and track On Time Delivery by customer / driver.
• Communicate effectively with customer by phone, fax, e-mail, and EDI for scheduling appointments and providing customer service. 
• Deal with driver issues and resolve issues that must be handled.
• Handle issues that arise to ensure best results for drivers / customers. 
• Document customer feedback and complaints. Refer unresolved customer issues to designated CSM for further follow up. 
• Ensure compliance with company policies and procedures. 
• Contacting appropriate groups to resolve equipment issues in a timely fashion.

Required Experience and Education:

• Associates Degree or equivalent experience and transportation management training preferred
• 3-5 years transportation industry experience, customer and Driver contact preferred
• Knowledge of DOT safety requirements for drivers and carriers preferred
• Knowledge of HOS
• Strong communications skills
• Ability to work in self-managing environment
• Ability to work in a fast paced, multi-tasking environment
• Ability to tolerate high stress situations
• Dependable and reliable
• Strong attention to detail and problem-solving skills
• Ability to work professionally and effectively with a diverse group of individuals, both internal and external customers
• Ability to make sound decisions 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.  

Bay & Bay is equal opportunity, affirmative action, and veteran-friendly employer. We encourage qualified women, minorities, individuals with disabilities, and veterans to apply.

Bay & Bay is equal opportunity, affirmative action, and veteran-friendly employer. We encourage qualified women, minorities, individuals with disabilities, and veterans to apply.