Special Accounts Coordinator

Job Description

Job Description

Summary: The Track & Trace Coordinator is responsible for proactively monitoring and managing the status of customer shipments from pickup through final delivery. This role serves as a key communication link between carriers, Carrier Managers, and Account Managers by obtaining timely shipment updates, ensuring accurate tracking information, and maintaining data integrity within the Transportation Management System (TMS).

Essential Duties and Responsibilities: Monitor and track shipments from dispatch through delivery to ensure accurate and timely status updates.

• Communicate regularly with carriers to obtain shipment status, location updates, and estimated pickup and delivery times.
• Verify and document shipment milestones, including:
  • En Route to Pickup
  • On Site at Shipper
  • Loaded / Departed Pickup
  • In Transit
  • On Site at Consignee
  • Delivered
• Confirm pickup and delivery appointments with carriers and customers as needed.
• Accurately update shipment information, carrier locations, and load statuses within the TMS and Aljex systems.
• Escalate potential service failures, delays, or communication issues to Carrier Managers and Account Managers.
• Provide real-time shipment visibility and operational support to internal teams.
• Ensure all shipment updates are entered promptly and accurately to maintain customer service standards.
• Assist in developing and maintaining strong carrier relationships through consistent and professional communication.
• Support continuous improvement efforts related to shipment tracking, communication processes, and operational efficiency.

Qualifications: 

• Excellent communication and phone skills.
• Strong attention to detail and ability to manage multiple shipments simultaneously.
• Ability to work in a fast-paced logistics environment.
• Proficient with computer systems and data entry.
• Experience with transportation management systems (TMS) and Aljex is preferred.
• Prior experience in logistics, transportation, customer service, or dispatch operations is a plus.

Key Success Metrics:

• Timely and accurate shipment status updates.
• High level of shipment visibility for customers and internal stakeholders.
• Reduction in missed checkpoints and tracking exceptions.
• Strong carrier communication and follow-up.
• Accurate TMS and Aljex data management.