Job Description
Description
We are seeking a detail-oriented and proactive Track & Trace Representative to ensure the smooth and timely pickup and delivery of afterhours freight. This role is critical in maintaining service level agreements, providing real-time support, and addressing issues quickly to ensure customer satisfaction.
Key Responsibilities:
- Confirm Timely Pickups and Deliveries:
Proactively confirm the status of all loads designated as afterhours to ensure they are picked up and delivered on time.
- Driver & Dispatcher Communication:
Call drivers and dispatchers to verify service levels are being met and address any delays or issues.
- Inbound Call Support:
Answer inbound calls from drivers and dispatchers, providing immediate assistance and support throughout the load’s progression.
- Issue Resolution:
Communicate load-related issues to Customer Service Representatives (CSRs) and Account Managers, working collaboratively to find quick and effective resolutions.
- Customer Updates:
Provide timely and accurate updates to customers upon request regarding the status of their shipments.
- Task Prioritization:
Organize and prioritize tasks efficiently, responding based on the urgency and potential impact of each issue.
Working conditions:
Working schedule: Monday-Friday 8-5pm CST
Remote mode of work
10+ business days of paid time off
Team building and corporate events
Equipment provided
A supportive team
Requirements
Previous experience in logistics, transportation, or customer service preferred
Excellent communication and problem-solving skills
Ability to remain calm and focused in a fast-paced, high-pressure environment
Strong organizational and time-management abilities
Comfortable working early morning hours
Proficient with computers and transportation management systems (TMS) a plus
