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Customer Service Representative

2 months ago

Little Rock, Arkansas, United States Transplace Full time

Brokerage Customer Service Specialist

Job Category: Admin & Support

Requisition Number: CUSTO004983

Job Overview

As a key player in our logistics team, the Brokerage Customer Service Specialist is responsible for ensuring seamless operations and outstanding service delivery. This role focuses on maintaining strong relationships with customers and carriers while managing various operational tasks effectively.

Key Responsibilities

  1. Daily Freight Management: Ensure timely pick-up and delivery of freight, utilizing proactive strategies to mitigate service disruptions.
  2. Customer Engagement: Maintain consistent and professional communication with clients, addressing challenges and service issues with courtesy and efficiency.
  3. Carrier Relations: Develop productive relationships with carriers, resolving discrepancies and managing complex situations effectively.
  4. Financial Oversight: Handle detention management, investigate invoice discrepancies, and achieve benchmark rates while supporting automation goals.

Essential Duties

  • 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 shipment statuses and make adjustments based on evolving needs of shippers, customers, and carriers.
  • Review and rectify EDI 214 errors promptly.
  • Maintain ongoing communication with carriers to track load statuses and ensure timely deliveries.
  • Update load statuses in the system, ensuring accurate records of each shipment's progress.
  • Proactively inform shippers and receivers about load statuses and reschedule appointments as needed.
  • Engage with customers and carriers regarding detention and additional service information.
  • Utilize TMS to manage on-time performance and drive automation objectives.
  • Identify carriers that miss pick-up or delivery deadlines and provide detailed feedback for customer communication.

Additional Responsibilities

  • Request EDI setups for newly contracted carriers and assist with Carrier Portal logins.
  • Conduct training sessions for carrier contacts on using the Carrier Portal.
  • Set up new users for customers and vendors in the TMS, applying knowledge of their business practices.

Required Skills

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

Experience and Education

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

About Transplace

Transplace is committed to exceeding the transportation expectations of our clients across various industries, including consumer packaged goods, chemicals, and retail. Our mission is to achieve global supply chain excellence, supported by our core values and leadership.

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.