Careers

Location: Hayward, CA

Job Category: Administrative Support

Position Type: Full Time

FLSA Status: Hourly

Department: Customer Service

Position Description:

DHX-DEPENDABLE HAWAIIAN EXPRESS, INC. HAYWARD

Job Summary:
Responds to customer service and rate quote inquiries in a proactive manner in order to provide the highest level of service, ensuring total customer satisfaction.

Job Responsibilities:

• Determines all internal/external customer requests (i.e. billing problems, billing disputes, tracing problems, POD request or other administrative functions) are promptly and properly answered/resolved within 48 hours of receipt.
• Enters bookings into the system when called or emailed in from the customer.
• Prepare any special billing information requested.
• Investigates problems noted with customers, responds and takes corrective action to avoid similar problems in the future.
• Investigates cubing discrepancies and determines who is correct then forwards the results of any "judgmen­tal" situations with respect to its dock errors or changes for billing purposes to the Customer Service Manager for review and ultimate resolution should it exceed Supervisor authority.
• Recommends steps to strengthen procedures in any given area of Customer Service when the procedures in effect are noted to be inadequate or weak.
• Supplement training to sales and rate personnel (as assigned).

Preferred Qualifications

• 2+ years of transportation
• 3+ years of customer service
• Proven customer support experience
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multitask, prioritize and manage time effectively
• High school diploma; college degree preferred

We are proud to offer the following:

• Annual merit reviews
• Annual Bonus (discretionary)
• 401(k) (Fidelity)
• 401(k) Company Contribution
• Free Medical & Dental insurance for employee
• Free Long-Term Disability insurance
• Free Employee assistance program
• Free Life insurance
• Paid time off (vacation & sick)
• Vision insurance
• FSA
• Voluntary Benefits (Hospital, Accident, Life and Critical Illness)
• Milestone Years of Service Bonus