Customer Support Specialist Ii

About the Role

Transplace, an Uber Freight company, is looking for experienced customer service professionals with a background in the Transportation, Supply Chain or Logistics field. Our specialists will manage transportation functions to ensure accurate, timely delivery of product in the most efficient and cost-effective manner all while providing excellent customer service to our customers.
- Manage day-to-day aspects of booking, shipping, tracking, and billing on both import and export shipments
- Secure capacity for loads
- Leverage carrier relationship 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
- 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 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

Basic Qualifications
- 1-2 years related experience
- Bachelor’s degree
- Advanced Spanish and English written, oral, and presentation communication skills

Preferred Qualifications
- Knowledge of Freight Industry
- Reporting and Analytics (Ability to run BI reports; validate information; understand report, and offer feedback and deliver insights to your manager and or customer contacts on the information contained within the report)
- Microsoft Excel— knowledge of Microsoft Excel including but not limited to VLookup, Pivot Tables and advanced formulas
- 1 - 2 Years of customer service experience

**Education**: Preferred
- Bachelor or better in Logistics /Supply Chain Management
- Bachelor or better in International Business

**Skills**: Required
- Customer Service
- Communication

Preferred
- Interpersonal Skills
- Continuous Improvement
- Bilingual English/Spanish
- Adaptability

**Behaviors**: Preferred
- Dedicado: Entregado a una tarea o propósito con lealtad o integridad
- Trabaja en equipo: Trabaja bien como un miembro de un grupo
- Innovador: Continuamente presenta nuevas ideas y demuestra ideas originales
- Detallista: Capaz de realizar una tarea determinada con todos los detalles necesarios para hacer el trabajo bien hecho