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Customer Service Specialist

Company: Transplace
Location: Whitakers
Posted on: January 13, 2022

Job Description:

PRIMARY JOB ACCOUNTABILITIESFreight Covered Every Day (Exceed customer on-time pick-up and delivery expectations; proactive analysis to prevent service failures)Customer Relationship (Consistent and professional communications; effective, prompt and courteous communications with respect to difficult situations, relaying service failures, etc.)Carrier Relationship (Productive carrier relationship development, AP Discrepancy resolution, cover loads, handling and management of difficult situations, etc.)Financial Procedures and Operating Metrics (Detention management, research/resolving invoice discrepancies, benchmark rate achievement, automation objectives, expedite decisions and cost, etc.)ESSENTIAL FUNCTIONS AND TASKSEnsure automated routing guide assignment/tender is accepted in Standard Routing Guide (SRG).Appointment Scheduling/Schedule appointments with shipper and/or receiver, update the TMS as needed and communicate with Logistics CoordinatorMonitor shipments and revise when necessary based on changing shipper, customer, and carrier needs.Review and correct EDI 214 errorsContact carrier to obtain status of load-tendered; continue monitoring the shipment for on-time pick-up, transit, delivered, emptyUpdate load status in system, e.g. loaded, pick-up, delivery, empty, etcProactively notify Shipper and/or Receiver of Load Status and reschedule pick-up/delivery appointments when necessaryCorrespond with customer and carrier regarding detention and other accessorial informationUtilize TMS to actively manage on-time performance and automation objectivesIdentify and update status on which Carrier missed pick-up or delivery; provide sufficient comments for communication to customerAdditional Responsibilities Regarding Customer and Carrier RelationshipsRequest EDI set-up on newly contracted carriers and set-up Carrier Portal/FAM log-ins.Lead training sessions for Carrier Contacts as necessary on Carrier Portal.Set-up new customer and vendor users on the TMS, leveraging knowledge of customer business practices and workflowUse of JIRA to request carrier/customer new users and password resets via JIRA; provide specific and detailed comments to ensure Help Desk receives clear actionable requests within JIRASet-up new Receivers, vendors and supplier's locationsKNOWLEDGE AND EXPERTISEThe "I am Transplace" Way (Protocols for answering the phone, e-mail, IM, etc. etiquette and professional standards)Transplace Expertise (Understand and know the Mission, Values and Goals, organizational structure, company history, how we function internally, administration, best practices, processes, behavior, the complete Transplace order-to-cash, etc.)Geographical Expertise (Geographical understanding of the continental US, Mexico and Canada. Understanding of mileage as it relates to the passage of time, including DOT & Speed governance, including Transit time difference based on mode) Working Knowledge and Utilization of the Transplace TMSKnowledge of Microsoft Tools (Ability to leverage Excel and other MS programs, including Word, Outlook, Lync, etc.)Knowledge of the Customer's Business (Knowledge and understanding of the customer product, ability to flowchart the customer's basic supply chain, speak the customer's language and understand the customer's key service measures, etc.)Transplace Expertise (Understand and know the Mission, Values and Goals, organizational structure, company history, how we function internally, administration, best practices, processes, behavior, the complete Transplace order-to-cash, etc.)Working Knowledge and Utilization of the TMSSKILLSIntermediate Math (Includes aptitude to learn how to calculate mileage as it relates to the passage of time, calculate margin revenue and total cost of shipment)Service Orientation (Commits to and enjoys providing exceptional service to internal and external customers)TRAVELThis job will not require travel.EXPERIENCE1 - 2 Years of Customer Service ExperienceEDUCATIONHigh School Diploma/ GED is requiredBachelor's degree may be substituted for work experience requirementsABOUT TRANSPLACETransplace, an Uber Freight company, powers one of the largest managed transportation and logistics networks in the world. Its tech-enabled services and solutions platform are backed by the combination of innovative technology and a dedicated team of domain experts, engineers, and data scientists. Transplace is committed to thrilling its customers by consistently improving supply chain performance and providing greater visibility and control of their logistics networks. Companies of all sizes rely on Transplace to deliver trusted outcomes through best-in-class logistics management, strategic capacity, and cross-border services.Follow the company on our social media pages and blogs:OPPORTUNITY EMPLOYEREqual Employment Opportunity has been, and will continue to be, a fundamental principle of Transplace, where employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, or any other protected characteristic as established by law.

Keywords: Transplace, Greenville , Customer Service Specialist, Professions , Whitakers, North Carolina

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