Customer Solutions Specialist

3 weeks ago

Jacksonville, United States Capital Logistics Group Full time

JOB DESCRIPTION

The responsibility of the Billing Specialist is to efficiently and accurately maintain processes within the AP/AR workflow. A successful candidate will utilize their knowledge and experience to implement and develop additional processes and procedures to better serve the company and position. Specific responsibilities include, but are not limited to:

Key Responsibilities:

  • Track all drivers for OTD and communicate with customers/brokers.
  • Monitor HOS for compliance and DOT regulations.
  • Dispatch all load/empty calls.
  • Replan and plan drivers as needed to support CLG OTD.
  • Communicate all plans with drivers via phone/messaging.
  • Facilitate driver needs at shippers/consignees as needed.
  • Driver pay (detention, stop off, layover, ETC).
  • Driver performance (profile comments, delivery performance, time off requests).
  • Facilitate breakdown repairs as needed.

KPI’s:

  • Driver delivery performance
  • Driver miles per week
  • Revenue per driver/revenue per total mile
  • Driver HOS compliance
  • Empty Mile reduction

Time Management:

  • Independently manage and perform duties simultaneously throughout the day, prioritizing tasks effectively, and swiftly plan for changing workload needs.

Driver Manager Support/Customer Service:

  • Interact constantly throughout the day with the Operations Team and effectively manage and communicate internally and externally with both, customers, and drivers to ensure satisfaction of the highest nature along with maximizing available fleet capacity.
    • Day-long monitoring/managing the flow of our TMS, while holding team members accountable.
    • Load Auditing in TMS.
    • Manage the coordination of drivers with Operations Team, loads, appointments for pickup and delivery, and manage reschedules, as needed.
    • Manage the assignment of scheduled loads to drivers along with the dispatching of drivers with pickup and delivery times.
    • Independently liaise with drivers by developing and maintaining positive driver-support relationship.

Troubleshooting:

  • Operate as a team player to troubleshoot and resolve a wide variety of problems.
    • Fixing invoicing issues or load confirmation, verifying load locations, and quickly respond to customer, drivers, management, and peers.
    • Perform after-hours activities, as required, to resolve driver/shipper/consignee/customer issues.

Data Entry:

  • Manage and maintain up-to-date data related to daily loads
  • Monitor load building in TMS system with a sense of urgency and attention to detail; adjust loads in the system per customer changes/updates.
  • Enter notes in load notes field to include changes/updates, potential assessorial charges, arrival/departure time changes.
  • Track and trace shipments with drivers, dispatchers and customers and accurately enter updates in the system as well as inform and involve other team members, as necessary.
  • Verify/update check calls for accurate arrival and departure times as well as assessorial charges to ensure load invoicing isn’t delayed due to incorrect or missing information.

Prepares and Clears Loads for Billing:

  • Work with Operations Team to ensure that CLG Transportation has necessary approvals and backup documentation for any load accessorial charges that are billed to the customer.
  • Resolve billing discrepancies with the customer or internal billing team to ensure expedient and accurate invoicing.
  • Acquire BOLs and PODs as needed, including inputting information/images.
  • Ensure EDI 214 statuses are updated to the customers.

DOT Hours of Service and On-Road Safety Compliance:

  • Assist Safety Manager in monitoring incoming alerts related to hours of service, hard braking and unidentified driving events.
  • Utilize Motive software to assist and support dispatching efforts as it relates to available hours and location history.
  • Assist Safety Manager in ensuring ELD form and manner violations are adequately managed.
  • Coordinate with Safety Manager, corrective action as necessary to achieve and sustain appropriate compliance outcome.
  • Other DOT safety and compliance related duties as requested.

Communication:

  • Effectively communicate duty/project status updates as well as load-related changes.
    • Update Accounting and Operations Team on loads that may require assistance of any kind for a successful outcome.
    • Work with the Operations Team to provide the customer with shipment updates via written and verbal means in a manner that inspires confidence and trust to grow existing business and assist in winning new business.
    • Develop relationships with shippers and receivers to promote a positive representation of CLG Transportation.
    • Effectively communicate and involve the Account Manager and team members when obtaining load updates, including troubleshooting issues.
    • Update the Accounting Manager on loads that may require billing assistance.
    • Notice Calls to shipper/consignee
      • Promote proactive communication with Operations Team and Customers with potential delays or changes.

Revenue Goals:

  • Operate day to day with the company total revenue and profitability goals in forefront.
    • Work with upper management to set and hold revenue goals and targets for the team/drivers.

Miscellaneous:

  • Adhere to all company policies, procedures, and business ethics and regulations.
  • Identify and recommend process improvements that reduce cost and improve operations.
  • Perform other duties as assigned; Job description may be revised and duties may be changed, added, or deleted as work demands prevail.

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