Customer Service Planner-Monday - Friday 9Am To 6Pm

JOB SUMMARY:

This is a front-line operations role that is accountable for freight order data entry, appointment scheduling, and trip monitoring as well as working directly with our Customer Account Managers to develop customer relationships, monitor daily customer activity Responsible for performing load planning assignments, including determining capacity needs, understand HOS to increase driver productivity, utilization of equipment, and reducing empty miles to meet all customer requirements & ensure safe deliveries. Applies principles, concepts, practices and standards of a professional field to complete a variety of ongoing assignments and projects; analyzes quantitative information and applies professional judgment to resolve a variety of issues; affects team effectiveness through responsibility for the quality of own work and fill in as needed.

ESSENTIAL FUNCTIONS:

• Strategically manage and accept freight offers within designated geographic area to assign drivers' available HOS (Hours of Service) to committed, and accepted ad-hoc freight.

• Work effectively and professionally in a fast-paced team environment.

• Demonstrate attention to detail when performing creation of customer profiles and entry of orders.

• Obtain pickup and delivery appointments that will provide efficient use of driver hours of service.

• Proactively monitor shipments to ensure customer service expectations are achieved.

• Verify a power count to establish current and projected capacity needs.

• Utilize system tools and recommendations to increase miles per tractor productivity to reduce Empty Miles (chase miles), provide alternate suggestions to save service, and decrease dwell between load assignments.

• Utilize system tools to provide improved network balance by balancing capacity with actual and projected demand of freight associated with existing commitments, historical trends, and profitable freight recommendations.

• Create and execute plans in accordance with customer expectations, driver needs and system balance and communicate network balance requirements

• Match loads and drivers to meet customer commitments while maximizing the utilization of Company assets; communicate challenges to appropriate Operations personnel.

• Manage and ensure Drivers are routed through safe havens as appropriate when planning High Value Loads.

• Identify and escalate unproductive customer freight lanes and escalate to Operations Manager, and Sales team when opportunities are less than desirable.

• Evaluate trailer pools & oversee trailer utilization through the operations system, reducing the amount of day's assets are not being utilized within designated geographic area. Coordinate with appropriate groups to resolve equipment issues.

• Reduce Empty Miles (Chase Miles) based on a provided goal for designated planning areas.

• Required to improve and drive service initiatives

• May also develop relationships with external freight brokers, schedule broker loads and negotiate rates/terms. Work with B1 Fleet, track and resolve unbilled orders to ensure timely payment is made to the Company.

• Assist with coverage of other duties or accounts as needed. Shift is Monday - Friday 9am to 6pm occasional Saturday coverage.

KNOWLEDGE, EXPERIENCE & KEY COMPETENCIES:

• Bachelor's degree or equivalent CSR & Planning experience required. Bachelor's degree in Transportation & Logistics preferred.

• Minimum of 2-3 years relevant Planner/trucking industry experience or equivalent Operations experience required.

• Knowledge of FMCSR (Federal Motor Carrier Safety Regulations).

• Knowledge of U.S., Canadian, and Mexican customs regulations, bonds, and forms.

• Knowledge of U.S. and Canadian geography.

• Sufficient typing skills to perform job functions.

• Effective communication skills and high attention to detail excellent Customer Service skills.

• Ability to manage competing priorities simultaneously, make quick decisions and negotiate for win-win situations with multiple stakeholders.

• Strong problem-solving capabilities and timely decision making. Identifies options including the short and long-term impact on business operations.

• PC proficient with the ability to navigate multifaceted internal databases. Knowledge of Windows-based software.

• Bilingual in Spanish and English.