The Core responsibilities of the position include:

Overall, this position is responsible for providing multi-level operational support and customer service for customers through tracking and tracing activity (inbound/outbound phone calls, text, emails), ensuring on-time delivery and pick-up. Responsibilities include:

• Promptly secure delivery, pick-up and rescheduling appointments, recording details/directions in the system.
• Clarify load requirements with carriers, confirming drivers have proper information to pick-up/deliver
• Manage order entry and create orders for customers through systems, phone, and email
• Reschedule appointments for pick-up/delivery
• Supervise and Monitor pools in the market where your customers have trailer pools
• Exercise discretion and independent judgement with respect to handling difficult situations and provide timely escalation and/or feedback to direct supervisor regarding service failures, customer complaints, or any other matters requiring attention.
• Maintain and Monitor service levels provided to MWL customers as required
• Provide Accessorial Approvals
• Quickly and proactively resolve problems that arise while load is in transit
• Accurately enter EDI reason codes for scorecards
• Other duties as assigned (Based on business need)

Professional Qualifications and Experience:

• Bachelor’s degree in marketing, logistics, or related field preferred or must have a minimum of 2 years demonstrated/related transportation industry experience and minimum of 2 years of strong customer service experience.
• Working knowledge of Microsoft Office Programs (Outlook, Excel and Word)
• Working knowledge of McLeod preferred
• Excellent written and verbal skills with emphasis on professional phone and email etiquette
• Excellent interpersonal skills with ability to build positive relationships with customers and team members
• Superior organizational skills and detail orientation
• High customer service orientation
• Team player with proven ability to excel in a team-based environment
• Possess a sense of urgency
• Ability to multi-task, plan/prioritize and execute in a timely manner in a fast paced environment
• Quick learner with ability to receive and give clear instructions
• Demonstrates high level of professionalism, critical thinking and judgment to solve problems efficiently/effectively.

Characteristics for Success in This Role:

• Strong initiative and can work independently.
• Takes initiative to assess and improve operational efficiencies of normal work tasks.
• Excellent time management and prioritizing skills.
• Must be able to handle several tasks at once in a fast-paced environment.
• Takes pride in work, exhibiting accuracy and attention to detail.
• Solution-oriented mindset.
• Ability to work in ever-changing, dynamic environments.
• Pursues and expands knowledge of other positions and functions to broaden ability and scope and for career development

Office:

Hours: In-office – with Core hours scheduled generally between 6:30am – 6:00pm. As a 24/7/365 operation, work hours will include afterhours, weekend and holiday hours to meet work demands.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

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

Day range:

• Monday to Friday
• Weekends as needed

Shift:

• 8 hour shift
• Day shift

Education:

• Bachelor's (Required)

Experience:

• inbound/outbound phone call: 2 years (Required)
• transportation industry: 2 years (Required)

Work Location: In person