Pilot Car Customer Service Representative

St. Cloud, Minnesota
Operations - Sentinel Pilot Car/Heavy Haul
Depends on Experience 
Full-Time, Salary


The Pilot Car Customer Service Representative is responsible for utilizing proficient sales, marketing, and customer service principles to develop and service a customer/carrier base. The Pilot Car Customer Service Representative will prospect and contact potential over dimensional load carriers that wish to secure the support of their loads with Sentinel Pilot Car Services.  Once booked, this person is responsible to secure third party contractors to perform the pilot car duties for the customer. 

Mon - Fri:  7:30 to 5 PM

1 Weekend per month:  

Sat: 8am-1pm office shift, 1pm-5pm on-call

Sun:  Noon-3pm on-call


Education and Experience

  1. Associates or Bachelor’s Degree in business or 1-2 years of training in related area and/or equivalent related experience in customer service and/or sales experience preferred.
  2. Excellent understanding of business-to-business marketing, sales, and customer service strategies. 
  3. Outstanding problem solving skills to identify and resolve problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group and individual problem solving situations.
  4. One or two years of transportation or related field experience preferred.
  5. Strong computer proficiency with mapping software, Microsoft Excel, Word, Outlook and the internet.
  6. Excellent time management and organizational skills.
  7. Ability to strive for results and can persevere in the face of resistance or setbacks.
  8. Ability to manage difficult customer situations; responds promptly to customer needs and meet commitments.
  9. Excellent communication skills (verbal, written, listening) to accurately interpret information and gain clarification in a professional manner.
  10. Ability to adapt to an ever-changing work environment; able to deal with frequent change, delays, and unexpected events.
  11. Ability to work as a team member in a professional manner with others; provide and receive feedback to build a positive team spirit.
  12. Ability to maintain a high level of confidential information.
  13. Ability to have influential negotiation skills to quote pilot car services and pricing.
  14. Ability to perform mathematical equations of adding and subtracting.
  15. Ability to work after hours/flexible shift or be on-call to handle customer situations intermittently and work rotating Saturday shifts.

Essential Duties and Responsibilities

  1. Generate ideas to attract and grow the customer base for pilot car services.
  2. Negotiate rates and secure third party pilot car contractors to perform services.
  3. Support Asset Operations Group as needed by covering for individuals for time off and during periods of peak volume for service.
  4. Book pilot car movements with carriers.
  5. Respond to customer requests for services.
  6. Maintain reports, track information, safety, and service failures as necessary, for the department.
  7. Communicate and coordinate load information with internal and external personnel, drivers, and site staff as needed.
  8. Apply knowledge of tractor/trailer requirements for pilot car projects.
  9. Use computer software to verify routed mileage and other information as needed.
  10. Verify invoices for services rendered to the customer.
  11. Support company policies and procedures and hold carriers accountable for their actions.
  12. In support of ATS’s culture, all employees are expected to consistently, effectively and reliably perform in accordance with the company’s values as set forth in our core competencies and behaviors (All Employee Competencies).
  13. Perform other duties and responsibilities as assigned.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function 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.  The employee frequently is required to sit.  The employee is occasionally required to stand; walk; and use finger, handle or touch objects or controls.


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