Coordinator, Freight and Carrier Support

Pilot Company is an industry-leading network of travel centers with more than 30,000 team members and over 750 retail and fueling locations in 44 states and six Canadian provinces. Our energy and logistics division serves as a top supplier of fuel, employing one of the largest tanker fleets and providing critical services to oil operations in our nation's busiest basins. Pilot Company supports a growing portfolio of brands with expertise in supply chain and retail operations, logistics and transportation, technology and digital innovation, construction, maintenance, human resources, finance, sales and marketing.

Founded in 1958 by Jim A. Haslam II and currently led by CEO Adam Wright, our founding values, people-first culture and commitment to giving back remains true to us today. Whether we are serving guests, a fellow team member, or a trucking company, we are dedicated to fueling people and keeping North America moving.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected under applicable federal, state, or local law.

Military encouraged to apply.

The purpose of this role is to support fuel transaction processing for Pilot Energy by promoting delivery confirmation compliance, resolving open orders and paperwork requests, and assisting with FuelWise troubleshooting and education. Collaborate with Pilot drivers, 3rd party carriers, external terminals and suppliers, and internal teams - including Transaction Assurance, Logistics, Transportation, and Fuel Accounting - while utilizing systems such as TRIPS, Mobius, AvatarFleet, and Samsara to address transactional issues.

Essential Functions

1. Drive FuelWise entry compliance by proactively communicating with Pilot drivers and 3rd party carriers via phone, text, or email. Ensure entries are completed accurately and on time to meet departmental goals and metrics for our Wholesale, Retail, and Freight Only business.

2. Analyze FuelWise entry discrepancies, compliance issues, and performance gaps using reporting tools, while also managing and fulfilling basic documentation requests (e.g., Bills of Lading, Delivery Tickets) from internal and external stakeholders using available systems and resources.

3. Provide FuelWise application support by conducting walkthroughs to address basic questions, troubleshooting basic issues, and escalating IT tickets as needed. Share user feedback to contribute to application improvements and releases.

4. Leverage systems such as TRIPS, Mobius, AvatarFleet, Samsara, PDI, and FuelWise to accurately enter and manage order information, resolve basic order issues, and apply knowledge of the transaction cycle to support timely and effective resolution.

5. Apply established Standard Operating Procedures to troubleshoot issues and uncover efficiency opportunities in daily operations, working with Sr Coordinator to refine process documentation.

6. Display a customer service mindset and contribute to continuous improvement initiatives by recognizing inefficiencies in daily processes and collaborating with team members to support practical solutions.

7. Contribute to meetings and provide updates and stats related to paperwork, and Fuel Wise.

8. Participate in special projects as assigned, contributing to team goals beyond daily responsibilities.

9. Model behaviors that support the company’s common purpose; ensure guests and team members are supported at the highest level

10. Ensure all activities are in compliance with rules, regulations, policies, and procedures

11. Complete other duties as assigned

We are seeking applicants with a local presence in Knoxville, TN or the surrounding communities.

This position does not support immigration sponsorship. To be considered you must have the legal right to work in United States without additional sponsorship

1. High school diploma or equivalent certificate required; Bachelor's degree in Business or Supply Chain preferred

2. Minimum two years experience in customer service or logistics

Specialized Knowledge

1. Proficient Microsoft Office skills; specifically, Microsoft Teams and Excel

2. Knowledge of fuel and trucking industry and its common terminology.

3. Familiarity with Bill of Ladings and standard logistics procedures

4. Experience with Tableau preferred

5. Aptitude for understanding systems and how they work.

6. Basic understanding of PDI, TRIPS, FuelWise preferred; how they integrate to support order processing a plus.

7. Ability to solve routine problems and escalate when needed

8. Public Speaking skills

Competencies

1. Demonstrates the ability to prioritize tasks effectively, follow through on responsibilities, and resolve issues independently and efficiently.

2. Highly organized with strong attention to detail; identifies recurring issues and applies corrective actions.

3. Maintains a professional and courteous demeanor in all forms of communication, including in-person, email, and phone interactions.

4. Communicates clearly and effectively in both written and verbal formats.

5. Positively influences others and delivers customer service by building trust and fostering collaboration.

6. Quickly learns new technologies and tools; provides constructive feedback for improvement.

7. Thrives in a dynamic, fast-paced team setting; remains flexible and responsive to changing priorities.

8. Manages multiple tasks simultaneously, meets deadlines, and works effectively both independently and as part of a team.

9. Demonstrates strong time management skills, balancing competing priorities to meet individual and team goals.

10. Applies critical and creative thinking to identify opportunities for process improvement and operational efficiency.

Overnight Travel

Overnight travel required is up to 5%

Physical Requirements & Working Conditions

1. General office work requiring sitting or standing for long periods of time.

2. Able to lift up to 30 lbs.

3. Able to work infrequent weekends or evenings, if needed