Transportation Customer Care Associate

2 weeks ago

Frisco, Texas, United States Transplace Full time

Customer Service Specialist

Job Category: Admin & Support Requisition Number: CUSTO04615

Job Overview

The Customer Service Specialist plays a vital role within our Transportation Management division. This position offers the rewarding chance to assist prominent clients with their transportation and logistics requirements.

PRIMARY RESPONSIBILITIES

  • Freight Management: Ensure customer expectations for timely pick-up and delivery are met; engage in proactive analysis to avert service disruptions.
  • Client Relations: Maintain consistent and professional communication; handle challenging situations with effective and courteous interactions.
  • Carrier Relations: Develop productive relationships with carriers; resolve discrepancies and manage complex situations effectively.
  • Financial Oversight: Manage detention issues, research invoice discrepancies, achieve benchmark rates, and facilitate automation objectives.

ESSENTIAL FUNCTIONS

  • Ensure the acceptance of automated routing guide assignments 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.
  • Contact carriers for load status updates and monitor shipments for timely pick-up and delivery.
  • Update load status in the system, including loaded, pick-up, delivery, and empty statuses.
  • Proactively inform shippers and receivers about load status and reschedule appointments as needed.
  • Communicate with customers and carriers regarding detention and other accessorial information.
  • Utilize TMS to manage on-time performance and automation goals.
  • Identify and report on carriers that missed pick-up or delivery, providing detailed comments for customer communication.

ADDITIONAL RESPONSIBILITIES

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

KNOWLEDGE AND EXPERTISE

  • Understanding of professional communication protocols and etiquette.
  • Familiarity with the company's mission, values, and operational structure.
  • Geographical knowledge of the continental US, Mexico, and Canada, including understanding transit times and regulations.
  • Proficiency in Microsoft Office tools, including Excel, Word, and Outlook.
  • Comprehensive understanding of customer products and supply chain processes.

SKILLS

  • Intermediate math skills, including the ability to calculate mileage and shipment costs.
  • Strong service orientation, committed to providing exceptional service to both internal and external customers.

TRAVEL REQUIREMENTS

This position does not require travel.

EXPERIENCE

1-2 years of experience in customer service is preferred. A bachelor's degree may substitute for work experience requirements.

EDUCATION

A High School Diploma or GED is required.

ABOUT TRANSPLACE

Transplace is dedicated to exceeding the transportation expectations of our clients across various industries, including consumer packaged goods, chemicals, and retail. Our commitment to global supply chain excellence is reflected in 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 as established by law.

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