Customer Service Lead - Bilingual English and Spanish

West Coast Trans Alliance is seeking a Customer Service Lead to support our Asset division, West Coast Trans Intermodal. This role serves as the first line of communication with customers and drayage vendors, managing a team of Customer Service Representatives to deliver exceptional service while handling pricing, special projects, and shipment updates.

Responsibilities

• Monitor and update Import (ETA, LFDs, Holds, Port Appointments) and Export (ERD, CUTs, Holds, Port Appointments) statuses using SSL and terminal websites.
• Communicate updates promptly to customers and provide daily shipment status reports.
• Handle quoting for new customer opportunities and respond to rate inquiries in a timely manner.
• Manage customer service issues, escalating to the Operations Manager when necessary.
• Inquire and pass along sales opportunities from existing clients to the Operations Manager.
• Maintain accurate pricing and quoting spreadsheets, ensuring the team follows up-to-date rates.
• Add accessorial charges (Detention, Stop-off, Dry run, etc.) as reported.
• Manage the master shipment list, ensuring ERDs, ETAs, CUTs, LFDs, Holds, Port Appointments, and overall status are accurate.
• Upload PODs, in-gate/out-gate tickets, and related documents to the correct load records.
• Maintain and manage relationships with drayage vendors.
• Process incoming orders from all customers, checking SSL and terminal status for each container.
• Send hold notifications (screenshots) to customers.
• Ensure all loads have in-gate/out-gate tickets uploaded before invoices are issued.
• Review WCTI daily reports and add new appointments to systems as needed.
• Lead and develop a team of remote Customer Service Representatives (CSRs).
• Plan and direct daily workflow for the CSR team.
• Act as a liaison between the Customer Service team and other departments.
• Maintain a mentality of continuous improvement, identifying process enhancements.
• Own department projects and delegate work effectively among team members.

Requirements

• Bilingual in English and Spanish.
• 1-2 years of supervisory experience.
• 1-2 years of customer service experience, preferably with a drayage trucking company.
• 1-2 years of experience in billing and other administrative tasks.
• Strong communication skills and ability to multi-task.
• High attention to detail.
• High School Diploma or equivalent.
• Authorization to work in the U.S.
• Comfortable working at the truck yard in our mobile Container Office.

Schedule

This is an in-person role with the following schedule:

• Monday–Friday, 7:30 AM–4:30 PM.
• 1 work-from-home day granted after training is complete.

Pay

$26–$29 per hour, depending on experience.

Benefits

• Health insurance.
• Dental insurance.
• Vision insurance.
• 401(k) with company match.
• Paid holidays.
• Paid time off (PTO).