Client Support Specialist
1 week ago
Position Overview
Lawrence Companies is in search of a dedicated individual for a part-time role in a specialized customer support capacity. This opportunity is initially part-time but has the potential to evolve into a full-time position.
Role Responsibilities
The Customer Service Representative collaborates closely with Dispatchers, clients, and team members to drive successful outcomes. Key responsibilities include:
- Assisting Dispatchers and Managers to ensure accurate order fulfillment, compliance checks, and timely closure of completed runs.
- Acting as the primary contact for inquiries from drivers, customers, and management regarding freight movement.
- Ensuring that drivers are equipped with all necessary resources to operate safely and in accordance with legal requirements.
Reporting Structure
This role reports directly to the Director of Operations and is expected to interact with various management levels, dispatchers, and leaders across different business sectors.
Essential Duties and Responsibilities
- Creating Truck Orders (TOs) and collaborating with Dispatchers to manage and track loads, addressing questions as needed.
- Supporting brokers with Less-Than-Truckload (LTL) scheduling and shipment tracking.
- Leading the scanning and imaging process for delivery receipts.
- Communicating directly with clients to resolve service-related inquiries.
- Ensuring all required permits are identified, obtained, and accessible, maintaining thorough accuracy throughout the process.
- Providing administrative support to Dispatch as necessary.
- Serving as a backup for basic dispatch functions when Dispatchers are unavailable.
- Utilizing the Dispatching system (TMW) to manage customer loads and coordinate with drivers.
- Monitoring on-time orders, back-haul percentages, and overall driver efficiency to surpass customer expectations.
- Administering backhaul functions by engaging with the DAT board.
- Setting up new clients for E-Stat tracking.
Qualifications and Skills
To be successful in this role, candidates should possess:
- A foundational understanding of freight and logistics, with the ability to manage logistics loads for accuracy and compliance while meeting customer expectations.
- Strong analytical skills and attention to detail.
- The ability to multitask, support various projects, and meet deadlines while maintaining a solution-oriented approach.
- A sense of urgency and ownership to drive projects to completion.
- Excellent communication skills and a professional demeanor, with the ability to manage relationships with drivers and customers via phone.
- A proactive and energetic approach to fostering confidence among Dispatchers, Drivers, and Customers.
Education and Experience
Preferred qualifications include:
- An Associate's Degree or relevant work experience.
- Strong organizational skills with meticulous attention to detail.
- The ability to thrive in a dynamic, fast-paced, and results-driven environment, demonstrating flexibility and adaptability.
- Proficient computer skills, particularly in Microsoft Suite (Word, Excel, etc.).
- Experience with the TMW system for managing loads from origin to destination.
Lawrence Companies is an Equal Opportunity Employer: Minority/Female/Veteran/Disabled.
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