Customer Service Specialist

4 weeks ago

Columbus, United States Transplace Full time

** Customer Service Specialist**

**Job Category****:** Customer Support & Service **Requisition Number****:** CUSTO005697 Showing 1 location **Job Details**

**Description**

**PRIMARY JOB ACCOUNTABILITIES**

* Freight Covered Every Day (Exceed customer on-time pick-up and delivery expectations; proactive analysis to prevent service failures)

* Customer Relationship (Consistent and professional communications; effective, prompt and courteous communications with respect to difficult situations, relaying service failures, etc.)

* Carrier Relationship (Productive carrier relationship development, AP Discrepancy resolution, cover loads, handling and management of difficult situations, etc.)

* Financial Procedures and Operating Metrics (Detention management, research/resolving invoice discrepancies, benchmark rate achievement, automation objectives, expedite decisions and cost, etc.)

**ESSENTIAL FUNCTIONS AND TASKS**

* Ensure automated routing guide assignment/tender is accepted in Standard Routing Guide (SRG).

* Appointment Scheduling/Schedule appointments with shipper and/or receiver, update the TMS as needed and communicate with Logistics Coordinator

* Monitor shipments and revise when necessary based on changing shipper, customer, and carrier needs.

* Review and correct EDI 214 errors

* Contact carrier to obtain status of load-tendered; continue monitoring the shipment for on-time pick-up, transit, delivered, empty

* Update load status in system, e.g. loaded, pick-up, delivery, empty, etc

Proactively notify Shipper and/or Receiver of Load Status and reschedule pick-up/delivery appointments when necessary

* Correspond with customer and carrier regarding detention and other accessorial information

* Utilize TMS to actively manage on-time performance and automation objectives

* Identify and update status on which Carrier missed pick-up or delivery; provide sufficient comments for communication to customer

* Additional Responsibilities Regarding Customer and Carrier Relationships

* Request EDI set-up on newly contracted carriers and set-up Carrier Portal/FAM log-ins.

* Lead training sessions for Carrier Contacts as necessary on Carrier Portal.

* Set-up new customer and vendor users on the TMS, leveraging knowledge of customer business practices and workflow

* Use of JIRA to request carrier/customer new users and password resets via JIRA; provide specific and detailed comments to ensure Help Desk receives clear actionable requests within JIRA

* Set-up new Receivers, vendors and suppliers locations

**KNOWLEDGE AND EXPERTISE**

* The "I am Transplace" Way (Protocols for answering the phone, e-mail, IM, etc. etiquette and professional standards)

Transplace Expertise (Understand and know the Mission, Values and Goals, organizational structure, company history, how we function internally, administration, best practices, processes, behavior, the complete Transplace order-to-cash, etc.)

* Geographical Expertise (Geographical understanding of the continental US, Mexico and Canada. Understanding of mileage as it relates to the passage of time, including DOT & Speed governance, including Transit time difference based on mode) Working Knowledge and Utilization of the Transplace TMS

* Knowledge of Microsoft Tools (Ability to leverage Excel and other MS programs, including Word, Outlook, Lync, etc.)

Knowledge of the Customer's Business (Knowledge and understanding of the customer product, ability to flowchart the customer's basic supply chain, speak the customer's language and understand the customer's key service measures, etc.)

* Transplace Expertise (Understand and know the Mission, Values and Goals, organizational structure, company history, how we function internally, administration, best practices, processes, behavior, the complete Transplace order-to-cash, etc.)

* Working Knowledge and Utilization of the TMS

**SKILLS**

* Intermediate Math (Includes aptitude to learn how to calculate mileage as it relates to the passage of time, calculate margin revenue and total cost of shipment)

* Service Orientation (Commits to and enjoys providing exceptional service to internal and external customers)

**TRAVEL**

* This job will not require travel.

**EXPERIENCE**

* 1 2 Years of Customer Service Experience

**EDUCATION**

* High School Diploma/ GED is required

* Bachelors degree may be substituted for work experience requirements

**ABOUT TRANSPLACE**

Transplace constantly strives to exceed the transportation expectations of our customers, from consumer packaged goods, chemical and petroleum companies, to discrete manufacturing and retail. Our goal for global supply chain excellence is outlined in our Mission and supported by our Core Values and Executive Leadership.

Follow the company on Twitter, Facebook and the Transplace Industry Blog:

**EQUAL OPPORTUNITY EMPLOYER**

Equal Employment Opportunity has been, and will continue to be, a fundamental principle of Transplace, where employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, or any other protected characteristic as established by law.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**

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