DUTIES AND RESPONSIBILITIES 

The duties and responsibilities of this position consist of, but are not limited to, the following: 

Customer Service: 

• Establishes contacts and builds relationships with customers to understand the customer’s needs 

• Communicates proactively with customers, carriers, suppliers, and internal stakeholders to ensure customer needs are met 

• Manages conflict and navigates difficult conversations with the customer using tact and diplomacy 

• Responds to customer inquiries and provides updates related to exception management in a timely manner  

• Ensures quality execution against expectations, identifies issues, and implements solutions Reviews internal and customer data inclusive of customer aligned KPIs for quality and accuracy 

• Empowered to execute the customer pricing strategy set by account management team focused on capturing profitable market share 

• Grows the business by listening to customers’ needs, communicating opportunity to Account Management, and providing key customer specific knowledge to influence results 

Process Efficiency: 

• Leverages available tools and resources to implement efficiencies 

• Learns and applies knowledge of best practices to maintain consistency and gain efficiencies across the network  

• Utilizes data/reporting to identify and improve service results in order to meet customer expectations 

• Partners with internal resources to ensure account processes and SOPs are complete and adhered to 

Execution: 

• Leverages technology for order statuses and initiates corrective action when exceptions occur (verifying pricing, weights, delivery times, ship quantities, load information, etc.) 

• Executes customer workflows, preferences and SOPs and applies this knowledge to create efficient, cost effective solutions for the customer 

• Provides ongoing issue resolution through communication with the customer and offers options and alternative solutions in a timely manner 

• Collaborates with operations teams to effectively standardize tasks  

• Leverages operations teams to execute process effectively and efficiently 

• Performs non-standardized operational work as needed to ensure a high-level customer experience 

QUALIFICATIONS 

Required: 

• High School Diploma or GED  

• Fluent in Spanish and English (written and verbal) 

• Customer Service experience

Preferred: 

• Bachelor’s degree from an accredited college or university  

• Previous industry experience  

• Attention to detail, accuracy, and problem solving   

• Basic proficiency in Microsoft Office Suite of programs 

• Values a diverse and inclusive work environment