Description

JOB SUMMARY:  The CS Support Coordinator (3rd Shift) is the first line of defense and ensures carriers have all relevant transit information regarding pickup, delivery and arrive to the shipper/receiver in a timely and orderly manner. They are critical to effectively and efficiently servicing our customers by managing and tracking customer freight for the purposes of keeping customers informed and updated throughout the duration of transportation.

ESSENTIAL DUTIES

• Follow and execute all aspects of the EASE Customer Journey.
• Complete tasks and responsibilities in line with EASE’s customer service model and service levels.
• Develop lasting relationships by providing superior customer service. 
• Provide transportation quotes based on market rates and knowledge in a timely manner.
• Advise Account Managers and customers of all new developments during the entirety of the shift. Update Account Managers on any issues that arise throughout the life of a load and look for solutions for those problems.
• Provide transparency by updating customer portals regularly and accurately. 
• Clear, consistent, and professional verbal and written communication to both customers and carriers alike.
• Build relationships with carriers to understand needs and secure the utilization of carrier assets.
• Ensure customer satisfaction by tracking all shipments.
• Analyze and negotiate rates with carriers based on current market prices. 
• Act with a sense of urgency to solve problems and look for ways to improve operational inefficiencies. 
• Ensure all proper carrier paperwork is received for billing when the carrier is added to the EASE Logistics network. 
• Execute daily issue recognition/resolution and notify Account Managers accordingly. 
• Book loads by answering inbound calls and making outbound calls. 
• Build loads by following specifications sent by the customer. 
• Book loads via email by posting on numerous websites. 
• Work with the entire operations team to provide the best customer service to customers. 
• Ensure on-time pickups and deliveries for customers by routing drivers and providing detailed directions and instructions.
• Ensure operations are reviewed by the appropriate party before assigning or leaving for the day.
• Multitask and provide superior customer service to carriers and customers alike.
• Other duties as assigned.

Qualifications

QUALIFICIATIONS

Education

• High School Diploma or GED is required. 
• Additional related training and certifications will be weighted on a case-by-case basis.

Experience

• A minimum of 0 years of related experience (Bachelor’s degree), or
• A minimum of 1 year of related experience (Associate’s degree), or •   In lieu of a degree, a minimum of 3 years related experience required.
• Transportation industry experience is a plus.
• Sales, customer service, and/or negotiation-related talents. Knowledge, Skills, & Abilities
• Excellent communicator with a great phone presence.
• Constructive problem solver.
• Flexible in work hours and adaptable to changing workload.
• Be willing to learn a lot very fast.
• Ability to remain calm under sometimes stressful situations.
• Ability to multi-task and adapt quickly to different situations.
• Proficient in Microsoft Office Suite
• Attention to detail, with a focus on accuracy and compliance in a fast-paced, dynamic environment.