Transportation Customer Service Specialist

Transportation Customer Service Specialist

Salary Range $19.90 - $29.40 Hourly Position Type Full Time

Job Title: Transportation Customer Service Specialist

Reports to: Transportation Manager

Summary: This position serves as the liaison for our customers, and shares logistical information by entering scheduled appointment times, arrivals, and departure times. Tracks on-time delivery performance by order, as well as dwell time and detention cost by customer. Monitors all aspects of logistics and traffic functions and assists in communicating the timely delivery of finished goods to customers to provide the best experience for the customer. Coordinates the messaging of shipping underage's for customers by working collaboratively with Operations and Sales.

Essential Duties and Responsibilities

Model a "Customer 1st" behavior through a "hands-on" approach. Track and coordinate the day-to-day orders that are scheduled for pick up, delivery, and/or that are in transit. Assist with date changes, delays, and rescheduling of orders. Notify customers of any delays or potential transit delays of their orders by providing them an updated Estimated Times of Arrival (ETA). Ensure incoming customer phone calls are handled to mitigate issues and resolve problems to ensure the highest level of customer satisfaction.

Practice an overall cost-conscious culture, while ensuring customer service is championed. Critically and logically evaluate the costs, risks, and benefits of alternatives before coming to a solution. Timely create the necessary manual or electronic documentation and ensure the entry of computerized data, including verifying all orders are in 3g to facilitate transmission.

Proactively participate in the arrangement of transportation, tracking shipments, troubleshooting failures, and responding to inquiries regarding shipping. Monitors inventory at third party cold storage facilities and provide support for loading issues at Lineage and other 3rd party cold storage warehouses.

Take ownership of logistical data by collaborating with carriers to get scheduled delivery times and in-and-out times at each stop. Generate and maintain tracking for on-time delivery report by both carrier and customer. Enter all information in 3g and create on-time and customer dwell time reports. Retrieve Proof of Deliveries (PODs) from carriers. Confirm dates and transit times for intermodal service provider options. Aid in freight consolidation, load building, and routing efficiency. Probes and looks past symptoms to determine the underlying causes of problems and issues. Approaches problems holistically; defines connections, linkages, interdependencies and develops solutions. Takes ownership of problems and stays on top of them until resolved.

Ability to engage in and model courageous and constructive dialogue while advocating for needed change across the organization that adds to our success. Ensures the implementation of change with appropriate communications, goals, resources, metrics, and reviews. Takes ownership and personal responsibility for implementing change despite opposition or barriers.

Important Notice: This job description is a generalized summary of job duties and can be modified as determined as necessary by Colorado Premium. It is not a contract of employment. All employment is "at-will" an Employee or the Company may terminate employment at any time, with or without cause, and without advance notice, procedure, or formality.

Education/Experience:

Bachelor's or associate degree in transportation or logistics, with 3 years' work experience or the equivalent combination of education and relevant experience.

Excellent reading, communication, and organizational skills. Must possess intermediate proficiency in the use of a Personal Computer (PC) and related Microsoft business software. Accurate typing skills and/or data entry skills. Ability to add, subtract, multiply, and divide units of U.S. currency, weight, volume, and distance measurements, etc. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to read and interpret documents and write routine correspondence. Responds promptly and professionally to customer needs. Gathers and analyzes information skillfully.

Ability to effectively present information in one-on-one and small group situations to other associates of the organization.

Possess functional analytical skills, strategic planning and a commitment to continuous improvement. Ability to work independently with minimal supervision.