Customer Operations Expert

1 week ago

Whitestown, Indiana, United States Hub Group Full time

The Customer Operations Expert position entails providing comprehensive support for client requirements on-site, managing carrier interactions, and addressing tracking and tracing needs along with issue resolution. This role demands a high level of professionalism when engaging with clients and carriers, ensuring that their daily operations are managed effectively under the supervision of their manager, while consistently exceeding client expectations.

Key Responsibilities:

Create new shipments in accordance with client-specific guidelines and established operational procedures. Oversee load acceptance and Electronic Data Interface to guarantee that freight requests are fulfilled. Schedule and coordinate appointments for the pick-up and delivery of freight. Optimize the utilization of our dedicated fleet of drivers. Foster strong relationships with carriers to maintain a high standard of service and communication. Formulate both immediate and long-term strategies with carriers by recognizing their capacity requirements and aligning those with consistent opportunities. Engage with the carrier network, including rate discussions, shipment specifications, and load tenders. Gather and input carrier quotes and capacity data into the system. Retrieve tracking updates through partner carrier systems and relay these updates to both external and internal clients via Hub's systems. Identify potential operational challenges and initiate the resolution process with team members. Provide insights to team members and management regarding operational matters as necessary. Oversee daily operations to positively influence Truck Brokerage KPIs and ensure that customer scorecard metrics are achieved. Adhere to the Truck Brokerage Rules of Engagement. Responsibilities may evolve or be reassigned as needed. Assist with various projects as short-term company initiatives emerge.

Required Qualifications:

Extensive experience in customer service or call center environments is essential. Strong grasp of transportation and logistics principles, as well as supply chain dynamics. Familiarity with the flatbed sector is mandatory. Proficiency with DAT, Internet Truck Stop, and other predictive market tools is required. Exhibit the highest level of professionalism while interacting with valued clients. Must be proactive and possess the ability to communicate effectively with clients, carriers, and team members to achieve results. Demonstrate problem-solving capabilities with the ability to prioritize tasks to meet team and organizational objectives using sound business judgment. Exceptional verbal and written communication skills are necessary. Proficient in various Microsoft Office applications, including Excel and Word.

#EarlyCareer

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