Logistics Customer Support Specialist:
Assist Customer Experience Representatives in managing their day-today activities and operations. Maintain and further develop quality relationships with existing customers and warehouses. Schedule or reschedule pickup and delivery appointments. Provide necessary information to internal departments in order to meet service parameters required by the customer. Provide Customers with status updates and excellent customer service.
Job Type: Full-time
Responsibilities:
Build loads/set appointments in appropriate program (AS400, XPM, TMW, TMS).
Enter all necessary information to ensure data integrity.
Trace and trace for on time pickups and deliveries and update TMW or XPM times/SD comments. Provide discretion in resetting appointments.
Set pick-up and delivery appointments with warehouses.
Communicate with internal and external groups, especially on high priority loads and customers.
Proactively provide tracking updates to customers and warehouses.
Prioritize tracking and appointment setting based on time constraints and customer priority.
Conduct customer interactions via email and phone contact.
Provide directions for each new customer as they are entered in the system.
Build and maintain customer relationships and improve customer retention.
Acquire and retain knowledge of each customer's needs.
Assist customer with any special needs (trailer type, bracing, pads, etc.).
Effectively monitor all loads assigned.
Provide logistics and asset side with all information needed to properly execute logistic plans as determined by the customer to ensure proper customer service is provided.
Maintain and further develop customer and warehouse relationships through daily communication.
Document all special service requirements of customers and warehouses.
Manage all unplanned accessorial charge issues related to the customer and related warehouses.
Represent the customer when working with contracted carriers.
Act as a representative of all contracted carriers.
Identify and communicate ways the company can continuously improve in its operations.
Assist in the development of new employees.
Execute CXR responsibilities when they are out of the office or unavailable.
Level II has the same duties listed above but is responsible for higher volume and higher profile customers and take a more active role in relationship management.
Experience:
Associate degree in related field or equivalent experience preferred. Equivalent years of experience are defined as one year of professional experience for each year of college requested.
Sales, Marketing, or Customer Service experience preferred.
Experience in the transportation industry a plus.
Working knowledge of the company operations preferred.
Ability to type 25-30 words per minute.
Knowledge of AS400, XPM, and Windows based software.
Ability to work well under stress and communicate professionally.
Excellent written and verbal communication skills.
Experience working in a deadline driven environment.
Ability to work in stressful situations.
Ability to multitask required.
Attention to detail.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. To the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
