**SUMMARY**
The Operations Customer Support Specialist (OCS) will be responsible for handling transactional level work on accounts in order to support the AM Team outside of normal business hours. The OCS will work closely with internal operational support teams and SCM/AM teams in order to facilitate communication and handle customer requirements. The OCS will play a key role in achieving ProTrans objectives and contribute to identifying, analyzing and developing supply chain solutions.
**ESSENTIAL DUTIES AND RESPONSIBILITIES**
- Responsible for fully understanding the logistics planning functions in the TMS in order to assist SCM/AM teams in afterhours performance for their customer
- Coordinate adjustments to the plan
- Communicate customer adjustments internally at ProTrans
- Responsible for entering bid requests as necessary to accommodate the plan and adjustments to the plan
- Responsible for ensuring unplanned requests are handled for the customer
- Responsible for arranging support on expedite shipment needs of the customer
- Monitor Network Performance
- Responsible for escalating service level issues to Operations Staff.
- Customer Maintenance/Single Point of Contact
- Drive Supplier and Service Provider compliance by assisting in communication
- Work in conjunction with After Hours operations and customer service to handle complaints and ensure support plans are.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.
Job Qualifications
- Must have excellent communication skills - Spanish and English preferred.
- Ability to utilize Microsoft Office Suite (Access, Excel, Word, PowerPoint)
- Ability to utilize web-based Business Intelligence tools to identify downward trends and continuous improvement opportunities
- Must be self-motivated and willing to be flexible in work schedule and hours. This job often requires taking calls during off hours or weekends to assist with customer issues.
- Proven experience and ability to be a problem solver.
- Good customer relations skills and ability to communicate professionally and effectively with all management levels
- 1-3 years of industry experience
protrans
Monday-Friday 17:00-02:00MTY