Intermodal Customer Service Representative

2 weeks ago


Walnut Creek, California, United States Matson Logistics Full time
About the Role

The Intermodal Customer Service Assistant provides critical support to the intermodal service team in the performance of freight movement. This role is responsible for ensuring the timely and accurate movement of loads, as well as providing exceptional customer service to internal and external stakeholders.

Key Responsibilities:
  • Documentation and Invoice Management: Obtain necessary documentation from vendors, customers, and service providers, and review invoice accuracy, completeness, and required attachments.
  • Load Management: Enter loads into the database with a minimum of in-gate information on a daily basis, and maintain the Invoice Hold Report to ensure timely submission of invoices to customers.
  • Customer Communication: Respond to and escalate any invoice outstanding over 23 days to the immediate supervisor, and provide weekly reports to accounting regarding any invoices outstanding over 30 days.
  • Reporting and Analysis: Print and distribute daily payment exception report forms, and assist the intermodal team with research, resolution, and response as needed.
  • Load Tracing and Filing: Perform or assist personnel with tracing loads by calling on deliveries and empty containers, and maintain and perform daily filing of load information obtained from the intermodal team, sales, and vendors.
  • Customer Service: Assist customer service personnel by monitoring the movement of freight to ensure timeliness of freight transfers and deliveries, and provide regular status reports of shipments in progress to customers as needed.
  • Compliance and Safety: Comply with all company rules, policies, and procedures, and work and behave safely by following all safety rules and regulations.
Requirements:
  • Education: High school diploma or general education degree (GED) required.
  • Skills: Strong interpersonal and demonstrated verbal and written communication skills, including excellent telephone skills, and working knowledge of Microsoft Office programs or other comparable computer software programs.
  • Qualifications: Ability to plan, prioritize, and manage multiple tasks, and develop understanding of intermodal transportation industry.


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