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Customer Support Specialist Ii

hace 3 meses

Monterrey, Nuevo León, México Transplace de Mexico Global A tiempo completo

Primary Job Accountabilities

  • Manage daytoday aspects of booking, shipping, tracking, and billing on both import and export shipments.
  • Freight Covered Every Day-Exceed customer ontime pickup 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, cover loads, handling and management of difficult situations, etc.
  • Achieve Internal Department Goals-Ensure appropriate use of internal highservice, fair and cost competitive services.
  • 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

  • Secure capacity for loads.
  • Leverage carrier relationship to influence capacity awards during tight markets.
  • Determine eligibility for additional noncommitted freight to be awarded to internal brokerage services.
  • Contact carrier to obtain status of loadtendered; continue monitoring the shipment for ontime pickup, transit, delivered, empty.
  • Update load status in system, e.g. loaded, pickup, delivery, empty, etc.
  • Notify Shipper and/or Receiver of Load Status and reschedule pickup/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 Crossdock, Crossdock to DC, DC to DC, DC to Store, etc. to improve Customer/Carrier equipment utilization
  • Setup 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 ontime performance and automation objectives

Knowledge and Expertise

  • Working Knowledge and Utilization of the 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 ordertocash, etc.
  • Geographical Expertise-Geographical understanding of the Mexico. Understanding of mileage as it relates to the passage of time.

Competencies

  • Adaptability/Flexibility (Adapts to changes in the work environment to meet demands
  • Manages competing demands
  • Accepts criticism and feedback
  • Manages difficult situations objectively and rationally)
  • Amicable and Trustworthy (Generally agreeable, builds rapport by garnering trust, easy to deal with, appropriately accommodating without resentment, and generally possesses a positive disposition)
  • Analytical (Conducts a thorough search for relevant information when approaching problems
  • Grasps pertinent issues in all their complexity
  • Carefully weighs the impact of a broad range of related issues or factors
  • Requests the opinions and insights of others during problemsolving efforts, when appropriate)
  • Sense of Urgency (Possesses the attitude and determination to stay focused on results and deadlines until the task or project is completed)
  • Coordination & Collaboration (Ability to work together with internal and external contacts to link the responsibilities and actions of others and attain concord, including the ability to collaborate within Transplace teams to effectively leverage brokerage services)
  • Communication Skills (Ability to consistently demonstrate the ability to effectively communicate with customers, colleagues, subordinates, and supervisors in professional and constructive manner)
  • Cost Conscious (Makes sound decisions that consider cost/benefit
  • Accurately e