JOB DESCRIPTION

The Customer Operations Specialist works with multiple departments, company-wide; other Customer Operations Specialists, Account Managers, Carrier Sales Team, Billing/Accounting Team, Business Development Reps, and the Director of Operations. As an Operations Specialist, you will be the primary support to Account Managers. You will maintain and grow existing accounts by providing solutions to customers’ freight-related issues, providing outstanding customer service, and ensuring on-time delivery. This role is responsible for creating long-term relationships and growing the existing clientele.

Specific responsibilities include, but are not limited to:

Communication/External:

• Win customer confidence by providing shipment updates via written and verbal means in a manner that inspires trust to grow existing business and assist in winning new business.
• Prioritize and process email requests with a sense of urgency.
• Answer incoming calls and assist to the best of your abilities by demonstrating an excellent customer service mentality.
• Participate in updating posting spreadsheets, as needed.

Communication/Internal:

• Develop working relationships and positive rapport with co-workers.
• Update the Account Manager on loads that may require assistance of any kind for a successful outcome. Effectively communicate duty/project status updates.
• Be vigilant on monitoring the internal/Teams chats to grab tasks in a timely manner and help share the workload.

Data Entry:

• Enter and maintain up-to-date data related to daily loads.
• Build loads in the system with a sense of urgency and attention to detail; adjust loads in the system per customer changes/updates.
• Contact new warehouses to determine pertinent info needed to successfully load/unload at that location, and record new information learned in the course of that relationship for future loads.
• Coordinate load appointments for pickup and delivery and manage reschedules, as needed, and make sure carrier partners are aware of any changes/updates in scheduling. Develop relationships with shippers and receivers to promote a positive representation of Capital Logistics.
• Track and trace shipments with drivers, dispatchers and warehouse locations and accurately enter updates in the system as well as inform and involve other team members, as necessary.
• Prioritize the tracking and tracing of high profile/hot loads and communicate updates to the customer in a timely manner.
• Add notes to loads after new developments so that any team member could pickup where you left off and clearly understand the progression of the load.
• Monitor emails, including 204 updates, for any load updates from the customer (date changes, weight changes, etc.).

Troubleshooting:

• Operate as a team player to troubleshoot and resolve a wide variety of problems, such as fixing invoicing issues or load confirmation, verifying load locations, and quickly respond to customer, drivers, management, and peers.
• Resolve customer service issues quickly and effectively; involve team members as needed.
• Proactively communicate with drivers/customers/shippers/consignee.
• Learn how to find a carrier to move a load to maintain customer expectations.
• Perform after-hours activities, as required, to resolve driver/shipper/consignee/customer issues.

Time Management:

• Manage and perform duties simultaneously throughout the day, prioritizing tasks effectively and swiftly plan for changing workload needs.
• Be able to manage your daily load board with coaching and assistance from the Account Manager.

Prepares and Clears Loads for Billing:

• Ensure that Capital Logistics has necessary approvals and backup documentation for any load accessorials that are billed to the customer, as well as load tenders and rate confirmations, and attach these in the system, as necessary.
• Close Event Management files in the load and close High Risk denominated loads once issues have been resolved so invoicing is not unnecessarily delayed.
• Resolve billing discrepancies with the customer or internal billing team to ensure expedient and accurate invoicing.
• Acquire BOLs and PODs, as needed.

Weekend Requirements – Required to be in the office 1 Saturday a month.

• Manage the posting process; taking down postings, reposting, and adjusting pricing as necessary.
• Working through inbox of posted load inquiries; Coveryourtrucks@clgdelivers.com, as well as inbound calls and be able to book loads using defined SOPs to analyze risk assessment and send overrides.
• Track and Trace loads to ensure carriers are solid for timely load pickup and delivery.
• Provide timely communication to customers on load updates as well as reply to emails from customers.
• Manage the decision-making and operation process for removing or bouncing carriers live.
• Navigate unresponsive carriers in a timely manner.
• Problem-solve with urgency, as needed.

Miscellaneous:

• Adhere to all company policies, procedures, and business ethics and regulations.
• Identify and recommend process improvements that reduce cost and improve operations.
• Perform other duties as assigned; Job description may be revised and duties may be changed, added or deleted as work demands prevail.