Track and Trace Position Overview
The Track and Trace Representative is responsible for monitoring shipment activity, maintaining real-time visibility, and proactively communicating with customers and internal teams to ensure on-time performance. This role plays a critical part in service execution by identifying risks early, resolving issues quickly, and ensuring accurate data integrity across all tracking systems.
The ideal candidate is detail-oriented, customer-focused, and able to operate efficiently in a fast-paced transportation brokerage environment.
Key Responsibilities
- Monitor and track active shipments to ensure on-time pickup and delivery.
- Proactively identify delays, service failures, or exceptions and escalate as needed.
- Communicate shipment status updates to customers via outbound calls and email.
- Respond to inbound customer inquiries related to shipment tracking and delivery status.
- Accurately enter and maintain shipment data within internal systems and customer portals.
- Document all shipment activity, communication, and exceptions clearly and consistently.
- Collaborate with operations, account management, and carrier teams to resolve issues quickly.
- Analyze tracking data to identify recurring issues, trends, or performance risks.
- Maintain professional communication standards and strong phone etiquette at all times.
Required Qualifications
- High school diploma or equivalent required.
- Previous experience in transportation, logistics, or customer service preferred.
- Strong attention to detail and organizational skills.
- Ability to manage multiple shipments simultaneously in a time-sensitive environment.
- Proficiency in Microsoft Office (Outlook, Excel, Word).
- Strong verbal and written communication skills.
- Comfortable making outbound calls and communicating with customers and partners.
Preferred Qualifications
- Transportation brokerage or freight logistics experience.
- Bilingual or multilingual abilities (English required; additional languages a plus).
- Experience working with TMS, tracking tools, or customer portals.
- Strong analytical and problem-solving skills.
Work Environment
- Fast-paced, deadline-driven logistics environment.
- Requires consistent communication with internal teams and external customers.
- May involve extended screen time and frequent phone usage.
Performance Expectations
- Maintain accurate and timely shipment tracking updates.
- Meet or exceed customer communication and response-time standards.
- Demonstrate reliability, accountability, and professionalism.
- Contribute to continuous process improvement and service quality.
Job Type: Full-time
Pay: $45,000.00 - $50,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Customer service: 1 year (Preferred)
- transportation: 1 year (Preferred)
Language:
Ability to Commute:
- Houston, TX 77056 (Required)
Ability to Relocate:
- Houston, TX 77056: Relocate before starting work (Required)
Work Location: In person
