Customer Service Lead - Bilingual English and Spanish

Job Description

Job Description

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

West Coast Trans Alliance is seeking a Customer Service Lead to support to support our Asset division, West Coast Trans Intermodal. The Customer Service Lead plays a crucial role in being our first line of communication with our customers and drayage vendors. The Customer Service lead manages a team of Customer Service Representatives (CSR) to deliver exceptional customer service. They serve as the primary point of contact for pricing, special projects, and shipment updates. This individual must have a strong attention to detail, auditing charges and maintaining accuracy. The preferred candidate must be bilingual in English and Spanish. 

Responsibilities:

Customer Service:

• Monitor and update Import (ETA, LFDs, Holds, Port Appointments) and Export (ERD, CUTs, Holds, Port Appointments) statuses using SSL and terminal websites.
• Communicate updates promptly to customers and provide daily shipment status reports.
• Handle quoting for new customer opportunities and provide timely responses to rate inquiries.
• Manage customer service issues, escalating to Operations Manager when necessary.
• Inquire and pass along sales opportunities from existing clients to the Operations Manager 

Administrative Tasks:

• Maintain accurate pricing and quoting spreadsheets, ensuring the team is following the most up-to-date rates. Add accessorial charges (Detention, Stop-off, Dry run, etc.) as reported.
• Manage the master shipment list, ensuring ERDs, ETAs, CUTs, LFDs, Holds, Port Appointments, and overall status are accurate.
• Upload PODs, in-gate/out-gate tickets, and related documents to the correct load records.
• Maintain and manage relationships with drayage vendors
• Process incoming orders from All Customers, checking SSL and terminal status for each container.
• Send hold notifications (screenshots) to customers.
• Ensure all loads have ingate/outgate tickets uploaded before invoices are issued.
• Review WCTI daily reports and add new appointments to System’s as needed.  

Leadership:

• Lead and develop a team of remote CSR team
• Plan and direct daily workflow for CSR team
• Act as liaison between the Customer Service team and other departments
• Maintain a mentality of continuous improvement, always looking for ways to improve processes
• Own department projects and delegate work effectively between team members

Our Ideal Candidate:

• Must be bilingual in English and Spanish 
• 1-2 years of supervisory experience
• 1-2 years of customer service experience, preferably with a drayage trucking company
• 1-2 years of experience in billing and other administrative tasks
• Strong communication skills
• Ability to multi-task and strong attention to detail
• High School Diploma or Equivalent
• Authorization to work in the US
• Must be comfortable working at the truck yard in our mobile Container Office

Other Information:

• This position is 730a-430p M-F, located at our Container Office in Wilmington, CA. 
• This is an in-person role, 1 WFH day granted after training is complete
• The pay range for this position is $26-$29 an hour depending on experience

Benefits:

• Health, Dental, and Vision
• 401k Company Match
• Paid Holidays
• Paid Time off (PTO)