Transportation Specialist, Carrier Operations

What you will do

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Triage customer and carrier inquiries; manage transactions and communications to provide timely resolutions. Refer inquiries or tasks to appropriate Teammate(s).
• Process transactions to support Transportation operations and Carrier Operations. Transactions may include processing claims, onboarding carriers, coordinating seller services, or issuing carrier payments; relegate transactions to appropriate Teammate(s).
• Resolve complex issues utilizing processes, procedures, and effective problem solving skills.
• Maintain and manage relationships with carriers, customers, and internal departments and Teammates.
• Ensure accurate and proper entry and maintenance of records in Salesforce, load boards, NetSuite, and other related systems or platforms.
• Work interdepartmentally to 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 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.
• Collaborate with management and the Carrier Operations team to identify opportunities and assist in development of effective policies and procedures.
• Perform additional duties as assigned.

What you will need

• Ability to read, write, speak, and understand English.
• High School Diploma or GED.
• Minimum 1-2 years' experience in customer service or transportation industry.
• Intermediate problem-solving ability.
• Teamworking skills, including both internally and externally.
• Proven customer service ability.
• Communication and organizational skills.
• Sense of urgency and self-motivation.
• Familiarity with business technology, including Microsoft Office or G Suite, and Salesforce.