.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.
**PRIMARY JOB ACCOUNTABILITIES**- 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.
)**ESSENTIAL FUNCTIONS AND TASKS**- Ensure automated routing guide assignment/tender is accepted in Standard Routing Guide (SRG).- Appointment Scheduling/Schedule appointments with shipper and/or receiver, update the TMS as needed and communicate with Logistics Coordinator- Monitor shipments and revise when necessary based on changing shipper, customer, and carrier needs.- Review and correct EDI 214 errors- Contact carrier to obtain status of load-tendered; continue monitoring theshipment for on-time pick-up, transit, delivered, empty- Update load status in system, e.G.
loaded, pick-up, delivery, empty, etcProactively notify Shipper and/or Receiver of Load Status and reschedule pick-up/delivery appointments when necessary- Correspond with customer and carrier regarding detention and other accessorial information- Utilize TMS to actively manage on-time performance and automation objectives- Identify and update status on which Carrier missed pick-up or delivery; provide sufficient comments for communication to customer- Additional Responsibilities Regarding Customer and Carrier Relationships- Request EDI set-up on newly contracted carriers and set-up Carrier Portal/FAM log-ins.- Lead training sessions for Carrier Contacts as necessary on Carrier Portal.- Set-up new customer and vendor users on the TMS, leveraging knowledge of customer business practices and workflow- Use of JIRA to request carrier/customer new users and password resets via JIRA; provide specific and detailed comments to ensure Help Desk receives clear actionable requests within JIRA- Set-up new Receivers, vendors and supplier's locations**KNOWLEDGE AND EXPERTISE**- Geographical Expertise (Geographical understanding of the continental US, Mexico and Canada