PRIMARY JOB ACCOUNTABILITIES
- The Customer Service Specialist is a key contributor to our Transportation Management division.
In this role, you'll have the rewarding opportunity to support Fortune 500 clients' transportation and logistics needs.
ESSENTIAL FUNCTIONS AND TASKS
- Freight Covered Every Day (Exceed customer on-time pick-up and delivery expectations; proactive analysis to prevent service failures)
- Customer Relationship (Consistent and professional communications; effective, prompt and courteous communications with respect to difficult situations, relaying service failures, etc.)
- Carrier Relationship (Productive carrier relationship development, AP Discrepancy resolution, cover loads, handling and management of difficult situations, etc.)
- Financial Procedures and Operating Metrics (Detention management, research/resolving invoice discrepancies, benchmark rate achievement, automation objectives, expedite decisions and cost, etc.)
KNOWLEDGE AND EXPERTISE
- Transplace Expertise (Understand and know the Mission, Values and Goals, organizational structure, company history, how we function internally, administration, best practices, processes, behavior, the complete Transplace order-to-cash, etc.)
- Geographical Expertise (Geographical understanding of the continental US, Mexico and Canada.
Understanding of mileage as it relates to the passage of time, including DOT & Speed governance, including Transit time difference based on mode) Working Knowledge and Utilization of the Transplace TMS
- Knowledge of Microsoft Tools (Ability to leverage Excel and other MS programs, including Word, Outlook, Lync, etc.)
- Knowledge of the Customer's Business (Knowledge and understanding of the customer product, ability to flowchart the customer's basic supply chain, speak the customer's language and understand the customer's key service measures, etc.)
- Transplace Expertise (Understand and know the Mission, Values and Goals, organizational structure, company history, how we function internally, administration, best practices, processes, behavior, the complete Transplace order-to-cash, etc.)
- Working Knowledge and Utilization of the TMS
COMPETENCIES
- Planning and organization: use time efficiently.
Prioritize and plan work activities.
He anticipates situations in advance and prepares to face them.
Integrate changes seamlessly.
- Adaptability / Flexibility adapts to changes in the work environment to meet demands.
Manage competitive demands.
Accept criticism and comments.
Manage difficult situations objectively and rationally.
- Sense of Urgency: Possesses the attitude and determination to stay focused on results and deadlines until the task or project is completed.
- Multi-Tasking: handle multiple tasks simultaneously.
Prioritize and organize assignments to make efficient use of time with great attention to detail.
SKILLS
- Organized
- Work under pressure
- Priorization
- Problem solving
- Analytics
- Bilingual
TRAVEL
- Extensive travel is not required, however availability is required
EXPERIENCE
- 1 - 2 Years of Customer Service Experience
- Bachelor's degree may be substituted for work experience requirements
- EDUCATION
- 1 - 2 Years of Customer Service Experience
- Bachelor's degree may be substituted for work experience requirements