Freight Resolution Specialist
hace 2 semanas
About the Role
**Alternate Schedule Team**
Team members work four days and are off for four days. Hours are 05:00 am to 16:00 pm with a one-hour lunch.
We're looking for a Freight Resolution Specialist to improve carrier experience by providing quality resolution on live load issues.
As a key member of our Digital Brokerage team, you will work through a queue of escalations with primary objectives being fast resolution times, professional carrier-first communication, and industry-leading problem solving in real-time.
You will be responsible for providing actionable feedback to management that drives efficiency and continuous improvement for our carriers.
**Key Responsibilities:**
- Be a Problem Solving Expert: Provide carriers with prompt updates on their escalations while maintaining facility and/or customer communication to solve the carrier's issues in a timely manner
- Serve as a stakeholder to our Account Management teams and provide feedback around how we can improve carrier, facility and customer communications to generate quicker resolution times
- You are the front line to our carrier network - understand their needs and what the problem is and work with them to provide timely solutions for live load issues
- A Call First Mentality: Must be prepared to make calls to both facilities and carrier network that will help resolve escalations quickly and efficiently
- Able to prioritize actions taken on escalations based on level of urgency
- Maintains a cooperative and professional work relationship with all stakeholders
- Participate and engage in weekly team meetings and one-on-ones with your manager
**Tasks Include:**
- Receive carrier support escalation and quickly understand the load issue
- Call carriers to communicate solution ownership and progress; provide updates while working to solve load issue - setting expectations with carrier via phone with ETA to solve in after-hours space
- Proficiency with internal tools, processes, SOPs
- Deliver final resolution to the carrier, clearly document what steps were taken to solve
- Prioritize multiple escalations at once
- Communicate with correct point of contact at customer and/or facility
- Follow customer-specific SOPs
**Basic Qualifications:**
- Bachelor's Degree complete **AND **one year of work experience with customer interaction and communication - **or**:
- Bachelor's Degree in progress **AND **two years of work experience with customer interaction and communication
- Excellent English language skills - verbal and written
**Required Skills:**
- Bilingual English/Spanish
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