Dedicated Customer Operations Specialist

Dedicated Customer Operations Specialist

The Dedicated Customer Operations Specialist role is responsible for supporting customer needs on site, tendering to carrier, track and trace requirements and issues resolution. The position requires one to operate in the upmost professional manner to customer & carriers, efficiently manage their day with the guidance of their manager and to ensure customers' expectations are exceeded every day.

Essential Job Functions:

• Build new shipments based on customer specific requirements and standard operating procedures
• Monitors load acceptance and Electronic Data Interface to ensure freight requests are covered
• Coordinates and sets appointments for pick-up and delivery of freight
• Organize the efficient use of our own fleet of Dedicated drivers
• Develop strong carrier relationships to ensure high level of service and communication
• Develop spot and long-term strategies with carriers by identifying their capacity needs and matching those needs with consistent opportunities
• Interact with carrier base, including rate negotiations, shipment requirements, and load tendering
• Obtain and enter carrier quotes and capacity into the system
• Pull tracking updates through partner carrier systems, email and phones then push these updates to external/internal customers Management via Hub's systems
• Identify potential operational issues and start the resolution process with team members
• Advises team members and Management team about operational issues as requires
• Manage daily operations to positively impact Truck Brokerage KPIs and ensure customer scorecards metrics are met
• Must operate within the Truck Brokerage Rules of Engagement.
• Duties, responsibilities and activities may be assigned or changed from time to time
• Assist with miscellaneous projects as short-term company initiatives arise

Minimum Qualifications:

• Significant customer service or call center experience is required
• Solid understanding of transportation and logistics principles, and supply chain network behavior
• Understanding of the flatbed industry is required
• Experience with DAT, Internet Truck Stop, and other predictive market resources is required
• Display the upmost professional behavior while on site in the facilities with our valued customers
• Must be a self-starter and have the ability to communicate and interface effectively with customers, carriers, and team members in a manner that consistently produces results
• Exhibit problem solving skills with the ability to establish and prioritize workload in order to meet team and company goals using good business judgment.
• Excellent verbal and written communication skills
• Working knowledge of various Microsoft Office products including, but not limited to Excel and Word