Sr Transportation Specialist - Shipper Services

About the role

The Sr Transportation Specialist - Shipper Services plays a crucial role in facilitating operations by coordinating carrier operations tasks. This role supports carriers, customers, and internal departments and Teammates to navigate complex carrier-related assignments.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Triage customer and carrier inquiries; coordinate and manage transactions and communications to provide timely resolutions.
• Refer inquiries or tasks to appropriate Teammate(s).
• Process, prioritize, and coordinate transactions to support Transportation operations and Carrier Operations.
• Manage relationships with carriers, customers, and internal departments and Teammates.
• Creatively resolve issues of highest complexity utilizing processes, procedures, and effective problem-solving skills.
• Provide subject matter guidance to junior Teammates.
• Ensure accurate and proper entry and maintenance of records in Salesforce, load boards, NetSuite, and other related systems or platforms.
• Review systems to ensure goals and objectives are being met.
• Partner interdepartmentally with leadership teams to set objectives and maintain status of carrier-related assignments.
• Connect with sellers, buyers, and carriers to provide continuous communication.
• Ensure transactions and records are accurate, up-to-date, and compliant.
• Validate team documentation by reviewing for accuracy, completion, and consistency.
• Identify opportunities for customer satisfaction improvement by promoting offerings, including ACH payments and the Preferred Carrier Program.
• Communicate the value of working with ACV and promote partnership and engagement with customers and carriers.
• Closely monitor KPIs and take action to align with department and company objectives.
• Collaborate with management and the Carrier Operations team to identify opportunities and develop processes, procedures, and solutions.

Requirements

• A High School Diploma or GED, Bachelor's preferred
• Minimum 3-5 years' experience in customer service and transportation, supply chain, or logistics
• Ability to read, write, speak and understand English
• Complex problem-solving ability
• Dedicated teamworking skills, including both internally and externally
• Proven customer service ability
• Communication and organizational skills
• Sense of urgency and self-motivation
• Experience with business technology, including Microsoft Office or G Suite, and Salesforce