Description

POSITION SUMMARY

Hours Monday through Friday 10:00AM to 7:00PM

The Operations Clerk is responsible for providing customer service by building and maintaining relationships with customers and responding to their needs and expectations.

ESSENTIAL JOB FUNCTIONS FOR THIS POSITION:

• Foster and build relationships and opportunities for stability and long-term growth with customers by gaining an understanding of their expectations and specific preferences.
• Plan ahead by working with the planning group continuously throughout the day, booking as much freight as possible in advance.
• Proactively identify potential service failures and work with planning and dispatch to remedy issues.
• Communicate with customers regarding status updates as required by customers and provide solutions to problems that arise.
• Enter data into the TMW system accurately and completely.
• Understand and actively work with customer-issued scorecards to improve customer service and meet customer expectations 
• Ensure timely communication via phones, email, and satellite communication
• Elevate any Driver associate needs, questions, or inquiries to the Operations Manager in a timely manner
• Communicate proactively to the customer in cases of non-compliance to window times and delivery
• Maintain regular and reliable attendance
• Additional duties as assigned by Leadership and Customer.

OTHER SIGNIFICANTJOB FUNCTIONS INCLUDE:

• Monitor customer trailer pools and work with operations to adjust as needed.
• Ensure that there are enough trailers in the pool to accommodate present and near future bookings.
• Understand and monitor customer lane and volume commitments to book accordingly
• Obtain and set pickup and delivery appointments when applicable.
• Communicate any Customer changes or needs to the entire Operations and Sales teams; serve as the conduit internally for our Customers.
• Comply with company policies and procedures and all applicable laws and regulations.

Requirements

REQUIRED EDUCATION / EXPERIENCE

• High School Diploma 
• 3 years of experience in Transportation, Operation or Logistics industries 

PREFERRED EDUCATION / EXPERIENCE

• Associates or bachelor’s degree in Operations, Logistics, or Transportation related fields

REQUIRED SKILLS (TECHNICAL, CLERICAL, LANGUAGE, ETC.) 

• Ability to work and communicate effectively with others promoting to promote a team environment that supports your coworkers.
• Listen to problems first in order to gain a clear understanding and provide solutions to Customers. 
• Thrive in a fast paced, high volume work environment.
• Possess the ability to accept constructive criticism from both external and internal sources. Learn from mistakes to improve your professional skills.
• Possess basic computer skills.
• Ability to communicate with many levels of personnel (internal and external) and strive for process improvement
• Ability to resolve conflict and problems diplomatically and handle criticism positively without emotion 

PREFERRED SKILLS (TECHNICAL, CLERICAL, LANGUAGE, ETC.) 

• Proficiency in Microsoft Office products 
• Knowledgeable of TMW Office Suite product 

PHYSICAL DEMANDS

• Sit at a desk and operate a computer and telephone for most of your shift.
• Walk the operations floor as needed to communicate with others

WORK ENVIRONMENT 

• Fast paced and high volume