Customer service is key to when it comes to growing a transportation company from good to great. The objective is to have the existing customers consistently satisfied so that your company can build up a reputation for service. In the world of logistics, this means a company must be extremely Proactive in the providing customers with real time information and paperwork and one must also be available at all times. A My Freight Staff Customer Service Virtual Assistant can help you do that.
- Managing phone Calls – Most growing companies have a VoIP system that they use to manage their business phone calls. Systems of these types are easy to use and allow you to manage phone calls from almost any device from any location that has internet. Whether you’re an owner operator or a one-man broker, you need to have someone available during business hours to ensure that no calls go unanswered while you’re on the road or in a meeting. This is important in maintaining the most professional image while you’re growing your business.
- Manage Emails – Sorting through emails is one of the things that take away productive time from your day. A MFS VA can sort through your emails to categorize them, respond to basic ones, and bring the urgent ones to your immediate attention. Some clients even have their VA send out follow-up emails to existing and potential customers each morning to see who has freight that Client can assist in shipping. As you may be aware, follow-ups like this are key to keeping your company fresh on the mind of customers when the time comes to ship.
- Manage Documents – Managing documents is another task that can be easily delegated to your VA. It does not take a lot of experience to effectively send BOLs, Credit Apps, Carrier Setup Forms, etc, nor is it difficult to learn to retrieve PODs, PRO Numbers, PO Numbers, Invoices, etc.
- Customer Setup – For both carriers and brokers, there are forms that are required to setup customers. Your VA can gather all of the necessary information from the customer and send these necessary forms, make sure they are accurate when returned, and file them appropriately.
- Shipment Tracking and Follow-Up – Excellent customer service means providing information before the customer has a chance to ask for it. You VA can make sure all shipments are tracked and provide regular updates to customers. This keeps your company a step ahead and helps to avoid delays that would have occurred without the tracking and follow-up.
- Manage Rebills/Claims: Nobody likes claims or rebills but since they are here to stay, our VAs have been trained in the general methods to handle the varying types of claims and rebills. They know the details and info to look for to verify if a dispute is possible.
These are only a few of the tasks that your Customer Service VA can do. Their full potential is based on the needs of your specific business and what tasks you feel are easily transferable. The objective is to maximize the extra time that you and your team has to focus on the functions that bring you business.
Are you ready to get help from pre-trained Freight Virtual Assistants?
Check out our service tiers for options starting at $7/hour