Customer Account Coordinator

The Customer Account Coordinator is an entry-level position in the brokerage division, providing operational support to the customer account managers. These activities include facilitating the day-to-day business needs of the customer(s), responding to inquiries in a prompt, courteous and effective manner, proactively providing track and trace services, and following standard operating procedures to problem solve. This position reports to the Director of Operations.

Essential Duties & Responsibilities:

Data entry:

• Entering orders into the system according to customer standard operating procedures.

Verification:

• Verifying pertinent shipment information such as purchase order number, pick up number, delivery number, shipper information and hours of operation, receiver information and hours of operation, quantities, and special requirements.

• Trouble-shooting any issues arising during the verification process.

• Escalating issues to carrier or customer account managers in a timely manner when necessary.

• Escalation of issues via the correct customer channels, as directed by the customer account manager.

Operations:

• Customer updates provided as requested.

• Track and maintain customer records, this could include, but not limited to; customer standard operating procedures, contacts, rates quoted to the customer and freight won versus lost, to contribute to pricing database.

Appointments:

• Setting pick up or delivery appointments and entering appointments in the system.

• Requesting appointment changes as per related standard operating procedures.

• Ensuring all parties are advised of appointment times.

• Trouble-shooting any issues arising pertaining to the appointment process.

Order tracking:

• Contacting carriers for daily tracking of shipments and updating system.

• Determining carrier ETA for pick up and flagging any potentially late pick-ups to carrier and customer account managers.

• Determining carrier ETA for delivery and flagging any potentially late deliveries to carrier and customer account managers.

• Provide ad-hoc information to carriers as requested or forward request to carrier account manager if necessary.

Additional Responsibilities:

• Duties as assigned by management, this could include, but not limited to; responsibility to cross train with other operations representatives on each other's areas of responsibility to further gain experience for advancement.

Requirements:

• High school diploma or GED required. College Diploma/Bachelor's degree.

• 1-2 years of experience in logistics and/or customer service preferred.

• Strong computer knowledge or willingness to learn; MS Office applications, Google Drive

• Strong data entry, customer service, and troubleshooting skills.

• Ability to work within a team as well as independently in a fast-paced environment.

• Ability to follow direction.

• Exceptional conflict resolution and negotiation skills.

• Excellent oral and written communication skills.

• Ability and availability to work irregular or extended hours including afternoons, nights, weekends, and potentially holidays as needed.

Core Competencies:

• Customer Focus

• Communication

• Energy and U