Customer Service Representative
- Nuevo Leon
- Permanente
- Tiempo completo
**Freight Covered Every Day** (Exceed customer on-time pick-up and delivery expectations; proactive analysis to prevent service failures)
**Customer Relationship** (Consistent and professional communications; effective, prompt and courteous communications with respect to difficult situations, relaying service failures, etc.)
**Carrier Relationship** (Productive carrier relationship development, AP Discrepancy resolution, cover loads, handling and management of difficult situations, etc.)
**Financial Procedures and Operating Metrics** (Detention management, research/resolving invoice discrepancies, benchmark rate achievement, automation objectives, expedite decisions and cost, etc.)
**Essential Functions and Tasks**
Ensure automated routing guide assignment/tender is accepted in Standard Routing Guide (SRG).
Appointment Scheduling/Schedule appointments with shipper and/or receiver, update the TMS as needed and communicate with Logistics Specialist
Monitor shipments and revise when necessary based on changing shipper, customer, and carrier needs.
Review and correct EDI 214 errors
Contact carrier to obtain status of load-tendered; continue monitoring the shipment for on-time pick-up, transit, delivered, empty
Update load status in system, e.g. loaded, pick-up, delivery, empty, etc
Proactively notify Shipper and/or Receiver of Load Status and reschedule pick-up/delivery appointments when necessary
Correspond with customer and carrier regarding detention and other accessorial information
Utilize TMS to actively manage on-time performance and automation objectives
Identify and update status on which Carrier missed pick-up or delivery; provide sufficient comments for communication to customer
- Additional Responsibilities Regarding Customer and Carrier Relationships
- Request EDI set-up on newly contracted carriers and set-up Carrier Portal/FAM log-ins.
- Lead training sessions for Carrier Contacts as necessary on Carrier Portal.
- Set-up new customer and vendor users on the TMS, leveraging knowledge of customer business practices and workflow
- Use of JIRA to request carrier/customer new users and password resets via JIRA; provide specific and detailed comments to ensure Help Desk receives clear actionable requests within JIRA
- Set-up new Receivers, vendors and suppliers locations
**Knowledge and Expertise**
- Geographical Expertise (Geographical understanding of the continental US and Canada. Understanding of mileage as it relates to the passage of time, including DOT & Speed governance, including Transit time difference based on mode)
- Knowledge of Microsoft Tools (Ability to leverage Excel and other MS programs, including Word, Outlook, Lync, etc.)
- Knowledge of the Customer's Business (Knowledge and understanding of the customer product, ability to flowchart the customer's basic supply chain, speak the customer's language and understand the customer's key service measures, etc.)
- Transplace Expertise (Understand and know the Mission, Values and Goals, organizational structure, company history, how we function internally, administration, best practices, processes, behavior, the complete Transplace order-to-cash, etc.)
- Working Knowledge and Utilization of the TMS
**Competencies**
- Adaptability/Flexibility (Adapts to changes in the work environment to meet demands - Manages competing demands - Accepts criticism and feedback - Manages difficult situations objectively and rationally)
- Amicable and Trustworthy (Generally agreeable, builds rapport by garnering trust, easy to deal with, appropriately accommodating without resentment, and generally possesses a positive disposition)
- Communication Skills (Ability to consistently demonstrate the ability to effectively communicate with customers, colleagues, subordinates, and supervisors in professional and constructive manner)
- Coordination & Collaboration (Ability to work together with internal and external contacts to link the responsibilities and actions of others and attain concord, including the ability to collaborate within Transplace teams to effectively leverage brokerage services)
- Multi-Tasking (Handles multiple tasks simultaneously - Prioritizes and organizes assignments to make efficient use of time with significant attention to detail)
- Sense of Urgency (Possesses the attitude and determination to stay focused on results and deadlines until the task or project is completed)
**Skills**
- Basic Math (Includes aptitude to learn how to calculate mileage as it relates to the passage of time)
- Service Orientation (Commits to and enjoys providing exceptional service to internal and external customers)
- Advanced fluency in English (Written, Spoken)
**Travel**
- _This job will/will not require travel_
**Experience**
1 - 2 Years of Customer Service Experience
Bachelor's degree may be substituted for work experience requirements
**Education**:
- High School Diploma or General Education Equivalent
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