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Customer Service Team Lead

2 months ago

Little Rock, Arkansas, United States Transplace Full time

Job Summary

This role will serve as the team leader of the Customer Service Representatives who are responsible for on-time delivery of customer freight while controlling all costs and providing excellent customer communication. The Team Leader's operational expertise will help guide team members through problem resolution, proactive communication of service issues to appropriate channels, and a thorough understanding of the intermodal marketplace.

Key Responsibilities

  • Maintains an in-depth knowledge of customers
  • Knows the customer facilities contacts and hours
  • Submits for customer approval on accessorial charges
  • Knowledge of the OSD process and necessary requirements needed to seek disposition to avoid claims
  • Maintains the OSD spreadsheet
  • Confirms billing accuracy on the AR and AP side
  • Communicates issues clearly with team members and takes required action to resolve issues

Requirements

  • Ability to establish priorities, work independently, and proceed with objectives without supervision
  • Ability to anticipate and resolve problems using root cause analysis to prevent reoccurrence
  • Advanced Transportation knowledge, including advanced geography and military time knowledge
  • Service Orientation (Commits to and enjoys providing exceptional service to internal and external customers)
  • Strong customer service skills
  • The ability to work in a team environment
  • Strong multitasking skills
  • Strong sense of urgency and capable of working under pressure
  • Advanced Written, Oral, and Presentation Communication Skills
  • Computer Skills, including electronic mail, word processing, spreadsheet, graphics, etc.
  • Forward thinking, ability to envision and implement new concepts/strategies

About Transplace

Transplace, an Uber Freight company, powers one of the largest managed transportation and logistics networks in the world. Its tech-enabled services and solutions platform are backed by the combination of innovative technology and a dedicated team of domain experts, engineers, and data scientists. Transplace is committed to thrilling its customers by consistently improving supply chain performance and providing greater visibility and control of their logistics networks.

Equal Employment Opportunity

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.