Job Information
Estes Express Lines Analyst I, NCIS-Admin in Richmond, Virginia
41433BR
Posting Title:
Analyst I, NCIS-Admin
Estes Facility:
Corporate Headquarters
Job Summary:
This position exists within the Resolution Department under Administration and is responsible for resolving customer related issues to improve the customer experience through reports, self-service tools via the website and myestes to check the invoicing, billing, EDI and API set up.
Review, and audit, account level issues and defect patterns. Understand the cause of billing, rating and invoice defects and disputes and implement corrective actions
Correct errors on freight bills
Adjust freight bills based on appropriate level of decision making authority
Resolve EDI, invoicing, rate, account set up issues in collaboration with team members
Document issues for trending and reporting inter and intra department
Continuously monitor data trends on assigned accounts, document and resolve freight bill and account level issues
Recommend areas of potential improvements to team members and management
Effectively communicate with internal departments to obtain necessary requirements to resolve payment issues
Communicate with rating, customer accounts and pricing on account related issues for resolution, In collaboration with other analysts and management, recommend all bill adjustments, corrections, and process changes and following up to ensure quality and timeliness of resolutions in assigned accounts / area
Consult with senior analyst, management and/or other departmental managers for settlements, bill charge off and/or cancellation, credit hold, and outside collection agency submission
Document all contact call or e-mail details in Customer Relationship Management (CRM) system according to standard operating procedure
Build rapport with customers by greeting them in a courteous, friendly, and professional manner
Educate new customers on Estes self-service tools via the Estes website and myestes
Ability to effectively and clearly communicate on the phone as well as in writing
Proactively review reports to ensure freight is positioned for billing/invoicing accuracy
Participate in customer meetings and account reviews
Regular attendance is required.
This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.
Qualifications
High School Diploma or General Educational Degree (GED), or any combination of education and experience, which would provide an equivalent background; undergraduate degree in Business or technical discipline desired
Minimum of 1 years of customer service or sales preferred
Experience in LTL including customer facing roles, rating experience, customer service, sales, revenue accounting, collections or problem solving roles preferred
Strong analytical and problem solving skills
Must be familiar with MS Office programs to include Word, Access, and Excel; proficiency in SQL tools a plus
Knowledge of AS400, LTL carrier operations, and pricing contracts desired
Strong written, verbal and listening communication skills preferred
Must be self-directed and possess strong organizational and time management skills
Must be motivated and possess good research and problem solving qualities
Must be able to lift approximately 20 lbs., or more if required by the essential functions of the job
Must be able to comply with all company policies, rules, procedures and Code of Conduct
Must be able to interact well with others
Must be able to work independently, or in a team setting
Must be capable of working under tight time constraints in a high volume environment with multiple priorities
Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
Must be authorized to work in the United States
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 talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is frequently required to sit and use hands to finger, handle, or feel or operate computers and other standard office equipment. The employee is occasionally required to stand, walk, lift, twist, turn and reach with hands and arms. The employee must be capable of lifting a minimum of 20 lbs., or more if required by the essential functions of the job.
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 ranges from quiet to loud as required by the essential functions of the job.
Auto req ID:
41433BR
State:
Virginia
Organization Level:
Corporate
Company:
Estes Express Lines
Job Category:
General Business
Employment Type:
Full-Time
City:
Richmond
Benefits Information:
Click HERE (https://www.estes-express.com/docs/2023-Benefits-Incentives.pdf) to view Employee Benefits & Incentives