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Customer Operations Expert

2 months ago

Whitestown, Indiana, United States Hub Group Full time

The role of the Dedicated Customer Operations Specialist is crucial in addressing customer requirements on-site, managing carrier tenders, and overseeing tracking and tracing needs while resolving any issues that arise. This position demands a high level of professionalism when interacting with both customers and carriers, ensuring that daily operations run smoothly under the guidance of management, with a focus on exceeding customer expectations consistently.

Key Responsibilities:

Create and manage shipments according to specific customer needs and established operational protocols. 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 high service levels and effective communication. Formulate both immediate and long-term strategies with carriers by assessing their capacity requirements and aligning them with ongoing opportunities. Engage with the carrier network, including negotiating rates, discussing shipment requirements, and managing load tenders. Collect and input carrier quotes and capacity data into the system. Retrieve tracking updates through partner carrier systems and communicate these updates to both external and internal stakeholders via Hub's systems. Identify potential operational challenges and initiate the resolution process in collaboration with team members. Provide guidance 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. Support various projects as short-term company initiatives emerge.

Required Qualifications:

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

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