Freight Account Services Rep

Carrier Support Coordinator

At U.S. Bank, we're on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

The Carrier Support Coordinator serves as a contact in our Naperville Customer Service Center, supporting our carrier customer base providing traditional customer service, including initial communication, training at the time of on-boarding, and ad-hoc support.

• Gains in-depth product knowledge on customer-facing proprietary software/technology and trains external customers on processes, tools, and applications

• Communicates effectively and answers questions relating to navigating the carrier payment process via phone and email communication.

• Verifies carrier set up is complete and accurate for users accessing the portal.

• Monitors implementation status, billing guide updates, and Shipper requirements for billing in order to communicate accurately to carriers

• Assists team members with ad-hoc carrier support as needed.

• Opens carrier support requests when needed and works pre-launch and post-launch tasks in a timely manner.

• Ability to organize/prioritize work based on specific criteria

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days. This role also requires you to travel.

Location is Naperville IL.

Schedule: 8:00am-5pm Monday-Friday

Will be expected to travel to shippers/carriers.

Basic Qualifications:

• High school diploma or equivalent
• Typically three to five years of customer service experience

Preferred Skills/Experience:

• Effective verbal, written, and interpersonal communication skills
• Proven customer service/relations skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries
• Effective telephone skills including listening and demonstrating courtesy, empathy, and accuracy
• Thorough knowledge of all relevant operational processes and procedures and company products and services
• Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow clients, and troubleshoot technical issues, etc.
• Ability to perform interest calculations and account adjustments
• Strong analytical and problem-solving skills
• Ability to manage multiple tasks/projects and deadlines simultaneously

Benefits:

Our approach to benefits and total rewards considers our team members' whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.