Job Description
Position Overview: This is a remote role, though candidates should be based in or near the Indianapolis, IN area, as initial training will take place at our Headquarters, with mandatory quarterly in-person meetings.
As a Customer Service and Tracking Representative, you'll play a key role in helping our team deliver exceptional service to our customers. You will assist customers with managing their supply chain needs, ensuring that shipments of raw materials, works-in-progress, and finished goods are picked up and delivered as scheduled. You will track all shipments, resolve any issues that arise, and ensure smooth communication with all involved parties.
Key Responsibilities:
Proactively address shipments that fall outside of standard tracking procedures and escalate in real-time as needed.
Collaborate with Customer Service and Dispatch teams to resolve issues with suspected shipments.
Ensure timely pick-up and delivery of shipments according to customer requirements.
Manage and update shipment information in the Transportation System Management database.
Troubleshoot shipment issues and work to resolve them promptly.
Respond to emails and voicemails in a timely manner, ensuring customers are always informed.
Work alongside the Operations Supply Chain Compliance Manager to identify and implement process improvements.
Follow up on customer inquiries regarding shipments, ensuring that they are properly entered into the system.
Communicate critical, time-sensitive information to all relevant parties.
Escalate any issues related to shipment delays or other challenges during transportation.
Maintain professional, service-oriented interactions with customers at all times.
Ensure that all internal activities align with established quality and process procedures.
Manage carrier communications to ensure shipments are updated and tracked effectively.
Adhere to security SOPs related to tracking shipments.
Attend daily updates in Sunset meetings with the Tracking supervisor.
Complete training at HQ and participate in required in-person meetings.
Skills and Qualifications:
Excellent verbal, written, and interpersonal communication skills.
Ability to engage with individuals from various backgrounds and roles.
Strong customer service orientation and a focus on problem-solving.
Ability to read, interpret, and utilize forms and instructions effectively.
Proactive mindset, anticipating issues before they arise.
Attention to detail and a high level of accuracy.
Self-motivated with minimal supervision required.
Ability to prioritize and manage multiple tasks efficiently.
Strong organizational and time management skills.
Ability to influence and negotiate with others when needed.
Proficient in basic computer skills (email, internet usage, and data entry).
Comfortable with basic math and calculations.
Education & Experience:
High school diploma or GED required.
1-2 years of experience in the transportation or logistics industry is preferred.
Work Environment:
This is a remote position; however, you will be expected to work from our HQ in Indianapolis, IN for training and quarterly meetings.
The role involves significant time spent sitting at a computer and on the phone.
Employment Type: Full-Time
Salary: $ 16.00 20.00 Per Hour
Job Tags
Hourly pay, Full time, Work from home, Night shift,