Freight Operations Customer Liaison

2 weeks ago


Edmond, Oklahoma, United States tmveterans Full time

Position: Customer Service Representative (CSR)

Overview: The Customer Service Representative plays a crucial role in the logistics sector, focusing on securing and coordinating freight for designated regions while achieving daily and weekly capacity objectives through an effective freight management process that optimizes profitability.

Key Responsibilities:

  • Oversee inbound capacity and align loads with available trucks.
  • Manage weekly load volumes and yield metrics in line with organizational expectations.
  • Facilitate customer commitments and explore overflow opportunities to enhance the freight network and brokerage operations.
  • Ensure all shipments have accurate details, including rates, loading/unloading instructions, billing information, and delivery schedules.
  • Maintain comprehensive call lists for non-EDI customers and track potential brokerage opportunities.
  • Guarantee that every outbound shipment has a confirmed delivery timeline.
  • Administer customer portals, ensuring EDI compliance and prompt order closures.
  • Communicate any service disruptions to shippers, customers, and sales management.
  • Manage a portfolio of rejected freight for brokerage opportunities and collaborate with sales management to address customer issues.
  • Monitor layover ratios for the region in accordance with management's standards.
  • Perform additional tasks as required.

Main Performance Indicators: Freight volumes processed (tracked by daily/weekly load counts), growth in existing customer accounts with a focus on quality (commitments, higher-rated freight, etc.), revenue per mile (gross), and layover ratios.

Core Competencies: Customer service orientation, active listening, coordination, time management, and monitoring skills.

Qualifications:

  • High School Diploma or GED required.
  • A minimum of 5 years of experience in the logistics industry is preferred.
  • Proficient in English, both spoken and written.
  • Strong analytical skills to make informed decisions based on data.
  • Computer literacy with a willingness to learn company-specific software; basic knowledge of Microsoft Office is essential.
  • Ability to adapt to a fast-paced, high-pressure environment while demonstrating patience and initiative.

Physical Requirements: The role involves regular sitting, talking, and listening, with occasional lifting of up to 10 pounds. Visual acuity for close work and the ability to adjust focus are necessary.

Work Environment: The office environment is climate-controlled with a moderate noise level.



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