Job Summary:
The Operations Customer Satisfaction Specialist is responsible for establishing and maintaining profitable relationships with internal and external customers, carriers, and drivers on behalf of the company by taking personal and complete responsibility for each customer contact and by ensuring that all customer requirements are completely met. They are also responsible for the execution of the day-to-day transportation activities for our customers. Must focus on the current needs of the customer and adapt as those requirements change. This position reports directly to the department Operations Manager.
Essential Duties and Responsibilities:
- Complete accurate and timely scheduling and dispatching of trucks to ensure that the flow of product in and out meets customer demands.
- Monitor shipments from pickup through delivery so that accurate, up-to-date information can be provided regarding any shipment (Track & Trace).
- Negotiate with transportation providers to obtain the best rates and service.
- Maintaining relationships established with carriers to ensure capacity and monitor service standards.
- Communicating effectively with customers, carriers, and team members.
- Update and maintain transportation management and operation systems.
- tasks and workload to focus on issues that directly impact quality and service performance.
- Inquiry Resolution: Answering phone calls and providing troubleshooting information about shipments. Resolving logistical Issues.
- Rate Negotiation and Booking: Asks questions to confirm pick-up requirements can be met. Financials are agreed verbally over the phone and followed up with rate contract sent to carrier/ driver.
- Applies accessorials as necessary.
- Processes EDI as required (key account/OEM).
- Adheres to company standards on customer satisfaction, accuracy, and timeliness.
- Coordinate appointments with carriers, shippers, and consignees within the US, Mexico, & Canada.
- Update and maintain transportation management and operation systems.
- Proactively identify problems and swiftly implement the appropriate solutions.
- Answer all customer inquiries in accordance with the customer satisfaction standards.
- Further increases customer satisfaction and business share through proactive and regular contact.
- Provide complex problem resolution and swiftly implement the appropriate solutions.
- Utilize specialized industry and company computer systems and procedures, reference materials/documentation and personal industry knowledge to process client shipments.
- Mandatory to work extended hours during the end of month; end of quarter; and end of year cycles, as needed to meet customer needs.
- Must always demonstrate professional and respectful behavior to others.
- Maintains regular, timely, and consistent attendance at work.
