Customer Support Specialist Ii
hace 4 semanas
About the RoleTransplace, 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 objectivesBasic Qualifications- 1-2 years related experience- Bachelor’s degree- Advanced Spanish and English written, oral, and presentation communication skillsPreferred 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- CommunicationPreferred- 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
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