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Customer Support Specialist II
hace 2 meses
We are seeking a highly skilled Customer Support Specialist II to join our team at Transplace. As a key member of our operations team, you will be responsible for managing day-to-day aspects of booking, shipping, tracking, and billing on both import and export shipments.
Key Responsibilities- Secure capacity for loads and leverage carrier relationships to influence capacity awards during tight markets
- Determine eligibility for additional non-committed freight to be awarded to internal brokerage services
- Contact carriers to obtain status of load-tendered and continue monitoring shipments for on-time pick-up, transit, and delivery
- Update load status in the system and notify shippers and/or receivers 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 customers and carriers regarding detention information and communicate and gain approval for expedite shipments
- Use JIRA to request new users and password resets and provide specific and detailed comments to ensure the Help Desk receives clear actionable requests
- Train customer users on the Transportation Management System (TMS) and leverage knowledge of customer business practices and workflow
- Lead training sessions for Carrier Contacts as necessary on the Carrier Portal
- Identify patterns with shipper, receiver, and carrier performance and recommend actions for improvement
- Coordinate and direct shipments and deliveries to improve customer/carrier equipment utilization
- Set-up new receivers, vendors, and suppliers and resolve financial discrepancies in TMS financials
- Utilize TMS to actively manage on-time performance and automation objectives
- 1-2 years related experience
- Bachelor's degree
- Advanced Spanish and English written, oral, and presentation communication skills
- Knowledge of the Freight Industry
- Reporting and Analytics skills, including the ability to run BI reports, validate information, and offer feedback and deliver insights to managers and customer contacts
- Microsoft Excel skills, including VLookup, Pivot Tables, and advanced formulas
- Years of customer service experience
This is a full-time position that requires relocation to Iztapalapa, CDMX. The ideal candidate will have a strong understanding of the logistics industry and excellent communication skills.
