Drayage Logistics Account Lead - Customer Operations

Job Functions

• Call customers daily, build rapport, discusses any service challenges, solves problems, solicits freight, and acts as a representative of the company.
• Provide excellent customer service by working with dispatch/procurement teams to ensure on time pickups and deliveries while communicating those timely and proactive shipment updates to the customer.
• Document all special service requirements at a shipment level or overall customer level for each customer and shipment.
• Manage all unplanned accessorial charge issues related to the customer and related warehouses. Document, save emails related to any charges, and ensure that those charges are accurately entered into TMS.
• Works directly with the customers to schedule appointments for the pickup and delivery of their shipments, communicating via phone or email, and using the internet to confirm and book the scheduled load.
• Utilize all Terminal and Container SSL sites to track and trace containers.
• Receive and build all orders in an accurate and timely manner into our operating system or TMS.
• Respond to all customers (Mainly Freight Forwarders) within a 15 minute window.
• Maintain and further develop customer and warehouse relationships through daily communication.

Requirements

• A high school diploma and some college preferred or equivalent combination of education and experience.
• 3-5+ years in transportation is preferred.
• Sales, Marketing or Customer Service experience preferred.
• Ability to read, analyze, and interpret rate tables, general business periodicals, professional journals.
• Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.
• Previous experience with LME/McLeod a plus.
• Excellent communication skills: written and oral.
• Decision-making and problem-solving skills.
• Customer Service experience with high attention to detail.
• Experience working in a deadline driven environment.
• Ability to work in stressful situations.