Customer Support Specialist Ii

hace 4 semanas

Monterrey, México Transplace A tiempo completo

**Primary Job Accountabilities**
- Manage day-to-day aspects of booking, shipping, tracking, and billing on import, export, and US domestics shipments, while negotiating competitive rates for those shipments.
- Freight Covered Every Day-Exceed customer on-time pick-up and delivery expectations; proactive analysis to prevent service failures.
- Proactive market analysis daily to prevent service failure.
- Customer Relationship-Consistent and professional communications; effective, prompt, and courteous communications with respect to difficult situations, relaying service failures, etc.
- Constant internal communication with team members and CSRs. We are one Transplace and that MUST be understood and executed every day.
- Carrier Relationship-Productive develop and maintain carrier relationship, cover loads, handling, and management of difficult situations, etc.
- Achieve Internal Department Goals-Ensure appropriate use of internal high-service, fair and cost competitive services.
- Financial Procedures and Operating Metrics-Detention management, research/resolving invoice discrepancies, automation objectives, expedite decisions and cost, etc.
- Documents retrieval and uploading documents accordingly, such as PODs, BOLs, Lumpers, Invoices etc.

**Essential Functions and Tasks
- Secure capacity for loads.
- Leverage carrier communication 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.
- Train customer users on the TMS, leveraging knowledge of customer business practices and workflow
- Negotiate with carrier and customer for spot shipments
- Lead training sessions for Carrier Contacts as necessary on Carrier Portal
- Identify patterns with shipper, receiver and carrier performance and recommend actions for improvement
- Demonstrate ownership of assigned segments of business.
- 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
- Negotiate with carrier and customer for spot shipments
- Assist in onboarding process to operations
- Train carriers for operation purposes and implementation calls
- Identify and resolve the root and cause of financials discrepancies in TMS financials.
- Create SOPs and IOPs

**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 order-to-cash, etc.
- Geographical Expertise-Geographical understanding of the Mexico. Understanding of mileage as it relates to the passage of time.
- Logistics Expertise—Understand import and export operation basics, function of the Elogs and fuel.

**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 problem-solving efforts, when appropriate)
- Sense of Urgency (Possesses the a

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