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JOB SUMMARY
Provide a variety of Customer support related services to Customers and to internal departments and support of the overall Customer support to generate measurable revenue growth, yield improvement and to properly execute the Customer handoff from territory Account Executives.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Customer Advocate and Customer Single Point of Contact
- Partner with Operations, Pricing, Rating and OS&D personnel to meet Customer requirements/expectations.
- Monitor and follow-up with Customers on status of ASDC and SPD’s
Handle Inbound Customer calls in support of
- Providing one-shot rate quotes, volume quotes
- Selling YRC Freight’sproducts and services
- Right-selling to Time-Based products as appropriate to meet Customer needs
- Closing all transactional business
- Tracing customer shipments
- Collection inquiry matters with appropriate referral to Central Collections
- Managing and generating revenues
- Negotiating as appropriate
- Selling web-based tools (my.YRC.com and www.YRC.com)
Handle Outbound Customer calls in support of
- Proactive Customer Notification
- General follow-up on all commitments
- Executive Customer Care
Handle my.YRC.com inquiries
- On a daily basis: Track, trace, and quote shipments; create and process SPD’s; generate Red flags; handle CAR170; process CSC updates; review of automated reporting on ACD queue management, time-in-queue, etc.
- Other duties as assigned.
