Logistics Support Specialist

2 weeks ago


Frisco, Texas, United States Transplace Full time

Customer Service Specialist

Job Category: Admin & Support Requisition Number: CUSTO04615

Position Overview

The Customer Service Specialist plays a vital role within our Transportation Management sector. This position offers the chance to assist prominent clients in managing their transportation and logistics requirements effectively.

KEY RESPONSIBILITIES

  • Freight Management: Surpass customer expectations for timely pick-up and delivery through proactive measures to avert service disruptions.
  • Client Engagement: Maintain consistent and professional communication, addressing challenging situations with courtesy and efficiency.
  • Carrier Relations: Foster productive relationships with carriers, resolve discrepancies, and manage complex scenarios.
  • Financial Oversight: Handle detention management, investigate invoice discrepancies, and achieve benchmark rates while focusing on automation and cost efficiency.

ESSENTIAL FUNCTIONS

  • Ensure proper routing guide assignments are accepted in the Standard Routing Guide (SRG).
  • Schedule appointments with shippers and receivers, updating the Transportation Management System (TMS) as necessary.
  • Monitor shipments and adjust plans based on evolving needs of shippers, customers, and carriers.
  • Review and rectify EDI 214 errors.
  • Communicate with carriers to obtain load status and ensure timely pick-up and delivery.
  • Update load status in the system to reflect current conditions.
  • Proactively inform shippers and receivers about load status and reschedule appointments when required.
  • Engage with customers and carriers regarding detention and other accessorial details.
  • Utilize TMS to effectively manage on-time performance and automation goals.
  • Identify and report carriers that missed pick-up or delivery, providing detailed comments for customer communication.

ADDITIONAL RESPONSIBILITIES

  • Request EDI setups for newly contracted carriers and manage Carrier Portal logins.
  • Conduct training sessions for carrier contacts on the Carrier Portal as needed.
  • Set up new customer and vendor users in the TMS, applying knowledge of customer operations.
  • Utilize JIRA for requests related to carrier/customer new users and password resets, ensuring clear communication.
  • Establish new receiver, vendor, and supplier locations.

KNOWLEDGE AND SKILLS REQUIRED

  • Understanding of professional communication protocols for phone, email, and instant messaging.
  • Familiarity with the company's mission, values, and operational structure.
  • Geographical knowledge of the continental US, Mexico, and Canada, including DOT regulations.
  • Proficiency in Microsoft Office tools, especially Excel, Word, and Outlook.
  • Insight into customer business practices and supply chain dynamics.

SKILLS

  • Intermediate mathematical skills for calculating mileage and shipment costs.
  • Strong service orientation, committed to delivering exceptional support to customers.

TRAVEL REQUIREMENTS

This position does not require travel.

EXPERIENCE AND EDUCATION

  • 1-2 years of experience in customer service.
  • A bachelor's degree may substitute for work experience.
  • High School Diploma or GED is mandatory.

ABOUT TRANSPLACE

Transplace is dedicated to surpassing the transportation expectations of our clients across various industries, including consumer goods, chemicals, and retail. Our commitment to global supply chain excellence is guided by our mission and supported by our core values.

EQUAL OPPORTUNITY EMPLOYER

Transplace is an equal opportunity employer, ensuring that employment decisions are based on individual capabilities and qualifications without discrimination based on race, color, religion, sex, age, national origin, disability, or any other protected characteristic.



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