Job Description
As a key member of the team, the Customer Service and Tracking Representative plays a vital role in delivering excellent customer service and ensuring smooth operations in supply chain management. You'll help customers manage their flow of raw materials, works-in-progress, and finished goods while making sure pickups and deliveries are completed as required. This position involves tracking shipments to meet customer expectations, resolving issues promptly, and ensuring a smooth experience from start to finish.
Key Responsibilities
Real-Time Issue Resolution: Proactively address shipments that fall outside of the standard tracking process and escalate issues as needed.
Collaborative Communication: Work closely with the Customer Service and Dispatch teams to track shipments and resolve potential issues.
On-Time Deliveries: Ensure that all customer shipments meet pick-up and delivery expectations in accordance with customer requirements.
Data Management: Accurately maintain shipment information within the Transportation System Management database.
Problem Solving: Troubleshoot and resolve any issues that arise during the transportation process.
Timely Responses: Ensure prompt and professional responses to emails and voicemails from both customers and carriers.
Continuous Improvement: Partner with the Operations and Supply Chain Compliance Manager to contribute to ongoing process improvements.
Customer and Carrier Interaction: Address customer emails and web portal submissions related to shipments, ensuring that all shipments are correctly entered into the system.
Clear Communication: Communicate crucial, time-sensitive information to relevant parties.
Escalation Management: Escalate any issues or delays during transportation to maintain smooth operations.
Professionalism: Maintain a service-oriented approach with customers, ensuring every interaction is handled professionally.
Adherence to Procedures: Follow all internal processes and procedures with attention to detail and accuracy.
Security SOPs: Ensure compliance with security standards and tracking procedures.
Team Updates: Participate in daily meetings with the Tracking Supervisor for updates and announcements.
Onsite Training & Meetings: Attend onsite training and in-person meetings as required.
Required Skills & Attributes
Strong verbal, written, and interpersonal communication skills.
Ability to engage with individuals from diverse backgrounds and roles.
A customer-focused attitude and commitment to service excellence.
Proficient in reading and interpreting forms and instructions.
Proactive and able to identify and address potential problems before they escalate.
Excellent attention to detail with a high level of accuracy.
Self-motivated and able to work with minimal supervision.
Strong organizational skills with the ability to prioritize tasks and manage time effectively.
Ability to handle multiple responsibilities efficiently and in a timely manner.
Negotiation skills and the ability to influence others positively.
Basic computer proficiency, including email, internet use, and data entry.
Strong numerical skills and basic math proficiency.
Experience & Education
High School Diploma or GED required.
1-2 years of experience in the transportation/logistics industry preferred.
Physical Demands & Work Environment
This position primarily involves sitting at a computer and using the telephone.
Work-from-home flexibility, with occasional onsite training and meetings.
Employment Type: Full-Time
Salary: $ 16.00 20.00 Per Hour
Job Tags
Hourly pay, Full time, Work from home,