Customer Support Specialist I

hace 1 mes

Monterrey, México Transplace A tiempo completo

PRIMARY JOB ACCOUNTABILITIES
- Carrier Relationship (Productive carrier relationship development, AP Discrepancy resolution, cover loads, handling, and management of difficult situations, etc.)
- Customer Relationship (Consistent and professional communications; effective, prompt, and courteous communications with respect to difficult situations, relaying service failures, etc.)

ESSENTIAL FUNCTIONS AND TASKS
- Additional Responsibilities Regarding Customer and Carrier Relationships.
- Appointment Scheduling/Schedule appointments with shipper and/or receiver, update the TMS as needed and communicate with Logistics Specialist.
- Communicate any service issues to customer and team.
- Contact carrier to obtain status of load-tendered; continue monitoring the shipment for on-time pick-up, transit, delivered, empty.
- Identify and update status on which Carrier missed pick-up or delivery; provide sufficient comments for communication to customer.
- Monitor and trouble shoot any problems to ensure on time service.
- Proactively notify Shipper and/or Receiver of Load Status and reschedule pick-up/delivery appointments when necessary.
- Update load status in system, e.g., loaded, pick-up, delivery, empty, etc.
- Update TMS with notes with any issues that may occur.
- Utilize TMS to actively manage on-time performance and automation objectives.

KNOWLEDGE AND EXPERTISE
- Geographical understanding of the continental US, Mexico, and Canada.
- 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.)
- Understanding of Microsoft tools and basic computer systems and programs.
- Working Knowledge and Utilization of the TMS.

SKILLS
- Ability to adapt to daily work assignment changes.
- Ability to multitask.
- Advanced English proficiency written and spoken.
- Basic Math (Includes aptitude to learn how to calculate mileage as it relates to the passage of time).
- Service Orientation (Commits to and enjoys providing exceptional service to internal and external customers).
- COMPETENCIES
- Accepts criticism and feedback.
- Adaptability/Flexibility (Adapts to changes in the work environment to meet demands - Manages competing demands.
- Amicable and Trustworthy (Generally agreeable, builds rapport by garnering trust, easy to deal with, appropriately accommodating without resentment, and generally possesses a positive disposition).
- Communication Skills (Ability to consistently demonstrate the ability to effectively communicate with customers, colleagues, subordinates, and supervisors in professional and constructive manner).
- 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).
- Fluent in English.
- Intermediate Math (Includes aptitude to learn how to calculate mileage as it relates to the passage of time).
- Manages difficult situations objectively and rationally).
- Multi-Tasking (Handles multiple tasks simultaneously - Prioritizes and organizes assignments to make efficient use of time with significant attention to detail).
- Problem resolution and develop useful knowledge becoming fluent in the language of logistics and transportation.
- Sense of Urgency (Possesses the attitude and determination to stay focused on results and deadlines until the task or project is completed).

TRAVEL
- Extensive travel is not required.

EXPERIENCE
- 1 Year of Customer Service Experience preferred.

EDUCATION

AA/AS degree may be substituted for wo

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