Customer Support Specialist II

hace 3 semanas


Nuevo Laredo Tamps, México Transplace, LLC A tiempo completo

Transpalce, an Uber Freight company, is looking for experienced customer service professionals with a background in the Transportation, Supply Chain or Logistics field. Our specialists will manage transportation functions to ensure accurate, timely delivery of product in the most efficient and cost-effective manner all while providing excellent customer service to our customers.

What the Candidate Will Do

  • Manage day-to-day aspects of booking, shipping, tracking, and billing on both import and export shipments
  • Secure capacity for loads
  • Leverage carrier relationship to influence capacity awards during tight markets
  • Determine eligibility for additional non-committed freight to be awarded to internal brokerage services
  • Contact carrier to obtain status of load-tendered; continue monitoring the shipment for on-time pick-up, transit, delivered, empty
  • Update load status in system, e.g., loaded, pick-up, delivery, empty, etc.
  • Notify Shipper and/or Receiver of Load Status and reschedule pick-up/delivery appointments when necessary
  • Establish and maintain effective relationships with shippers and receivers through professional and timely communications and inquiry responses
  • Correspond with customer and carrier regarding detention information
  • Communicate and gain approval for expedite shipments
  • Use of JIRA, including request new users and password resets via JIRA; provide specific and detailed comments to ensure Help Desk receives clear actionable requests within JIRA
  • Train customer users on the TMS, leveraging knowledge of customer business practices and workflow
  • Rate Quotes
  • Lead training sessions for Carrier Contacts as necessary on Carrier Portal
  • Identify patterns with shipper, receiver and carrier performance and recommend actions for improvement
  • Coordinate and direct shipments and deliveries, including Shipper to Cross-dock, Cross-dock to DC, DC to DC, DC to Store, etc. to improve Customer/Carrier equipment utilization
  • Set-up new Receivers, vendors, and suppliers
  • Resolve financial discrepancies in TMS financials (Carrier invoice does not match in TMS and must be reviewed and make determination; make adjustments in TMS; and respond to Accounting to deny or approve the additional funds, etc.)
  • Utilize TMS to actively manage on-time performance and automation objectives

Basic Qualifications

  • 1-2 years related experience
  • Advanced Spanish and English written, oral, and presentation communication skills

Preferred Qualifications

  • Knowledge of Freight Industry
  • Reporting and Analytics (Ability to run BI reports; validate information; understand report, and offer feedback and deliver insights to your manager and or customer contacts on the information contained within the report)
  • Microsoft Excel— knowledge of Microsoft Excel including but not limited to VLookup, Pivot Tables and advanced formulas
  • 1 – 2 Years of customer service experience
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