After Hours Solutions Coordinator

3 weeks ago

Phoenix, United States Tucker Company Worldwide Full time

**Tucker Company Worldwide, Inc.**

Tucker Company Worldwide, Inc. is a family-held, third-generation corporation with a proud legacy of leadership celebrating its 60th anniversary in business. We believe in the importance of investing generously in our people, business, industry, and local community. Tucker Company is the oldest privately-held freight brokerage in North America, specializing in notoriously complicated freight, like temperature-controlled, oversized, and high-value, high-security shipments. We help transportation professionals for some of the world’s top brands ensure the safe, on-time delivery of their freight using carefully designed procedures, cutting-edge technologies, and award-winning service. Whether the shipment is oversized, delicate, high-value, or hazardous, we’re prepared to manage it with the utmost care.

Tucker Company serves on the board of the Transportation Intermediaries Association (TIA), chair the Highway Transportation Committee of the National Industrial Transportation League (NITL), and serves on committees in a variety of trade associations important to our customers to understand both our industry and our customers’ industries. We take great pride in moving high-touch, high-security freight in industries where reputation and track record are paramount.

**This position will be temporarily remote with transition to hybrid. Tucker is planning to open physical office space in the greater Phoenix, AZ area by May 2025. Once an office is opened and provisioned, this role will be required to follow Tucker's in-office schedule**

**Role and Responsibilities**:

- Maximize Customer Growth, Satisfaction, Performance, and Retention:

- Deliver excellent customer satisfaction by tracking assigned freight as determined by Capacity, Customer Experience and Business
- Development and proactively and effectively communicating to internal and external customers and carriers always ensuring they are aware of changes and issues before or as they happen.
- Deliver excellent customer service by ensuring all ‘after-hours’ items and incoming activity are prioritized and executed in accordance with company and customer policies and procedures.
- Maintain a high sense of urgency to resolve customer matters by collaborating with all key stakeholders in order to meet or exceed customer profitability goals and minimize the number of loads turned back or lost.
- Minimize issue impact while maximizing internal productivity and resolutions by providing clear and concise event summaries with actions needing attention or follow-up.
- Support company growth by accepting and entering loads, handling urgent quotes, setting appointments, and covering loads as determined by customer need, Capacity, Customer Experience and Business Development.
- Ensure Carrier Relationship Management tools are accurate and up to date.
- Deliver excellent customer service by ensuring adherence to company, customer, and industry policies and best practices.
- Lean, adopt, and leverage new technologies to effectively track loads more quickly and drive productivity.
- Cultivate mentorships across all team members through ongoing training and development initiatives:

- Identify areas for improvement within ‘after-hours’ operations to maintain quality on-time KPIs and consistently collaborates with After Hours Solutions Manager, Sr. After Hours Solutions Coordinator Capacity, Customer Experience and Business Development to implement strategies to deliver customer satisfaction The Market & Tools
- Support the external marketing of Tucker’s carrier-facing tools, internally and externally, and to keep Tucker positioned as a “broker of choice” for carriers.

**Equal Opportunity Employment**:
Tucker Company is dedicated to promoting and supporting diversity within our workplace. We provide an environment that promotes respect, integrity, teamwork, achievement, and acceptance regardless of age, disability, education, gender, gender expression, gender identity, job level, marital status, military status, national origin, parental status, pregnancy, race, religion, sexual orientation, socioeconomic status, or other protected factors. Tucker Company is committed to equal employment opportunities and providing reasonable accommodations to applicants with physical and/or mental disabilities. Equal employment opportunity applies to all policies and procedures relating to recruitment, hiring, compensation, benefits, promotion, termination and all other terms and conditions of employment. Employees are encouraged to discuss equal employment opportunity-related questions and issues with People and Culture. The Company does not allow any form of retaliation against individuals who, in good faith, raise issues of equal employment opportunity.

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