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Administrative Assistant

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Job Details
Job Order Number
Company Name
Cox Container LLC
Physical Address
100 Holmes Street
Troy, AL 36079
Job Description

Responsible for acting as a liaison between customers and company. Assists with complaints, orders, errors, account questions, billing, cancelations, and other queries.

Primary responsibilities
• Resolve customer complaints via phone, email, or mail.
• Use telephones to reach out to customers and verify account information.
• Utilize computer technology to enter orders and prepare reports.
• Deal directly with customers either by telephone, electronically or face to face
• Respond promptly to customer inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle product and service inquiries
• Provide pricing and delivery information
• Set up new customer accounts
• Process orders, forms, applications and requests
• Organize workflow to meet customer timeframes
• Direct requests and unresolved issues to the designated resource
• Manage customers’ accounts
• Keep records of customer interactions and transactions
• Record details of inquiries, comments and complaints
• Prepare and distribute customer activity reports
• Maintain customer databases
• Manage office administration
• Communicate and coordinate with internal departments
• Follow up on customer interactions
• Provide feedback on the efficiency of the customer service process
• Schedule and dispatch warehouse personnel, and/or company trailers to appropriate locations according to customer requests, specifications, or needs.
• Monitor personnel and/or equipment locations and utilization in order to coordinate service and schedules.
• Function as the focal point in creating a production schedule for Cox Container using the best combination of Excel, and Quickbooks.
• Monitor and report performance to schedule of production activities utilizing information derived from the production department.
• Research and assign manufacturing times and due dates for customer orders.
• Monitor quality, service, and delivery issues, and take corrective actions as needed.
• Identify and resolve supplier and internal errors that result in schedule discrepancies.
• Provide continual improvement of the planning and reporting processes.
• Function as the focal point to move towards a more efficient system of entering customer orders.
• Perform other duties as assigned to insure the success of various departments, individuals, and the company.

• Highly developed sense of integrity and commitment to customer satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for customers
• Ability to communicate clearly and professionally, both verbally and in writing.
• Has “thick skin” and is able to handle complaints and unpleasant customers.
• Strong decision making and analytical abilities.
• Strong detail orientation and communication/listening skills.
• Possess a strong work ethic and team player mentality.
• 1+ years of experience in a customer service or help desk capacity required.

Education and Experience
* High school diploma, general education degree or equivalent
* Knowledge of customer service principles and practices
* Knowledge of basic accounting principles
* Knowledge of logistics and scheduling
* Knowledge of relevant computer applications
* Ability to type
* Knowledge of administrative procedures
* Numeric, oral and written language applications

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