Customer Satisfaction & Tracking Rep Weekends (F-M)

Momentum Transportation USA; Jacksonville (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Momentum Transportation USA is seeking a Customer Satisfaction Representative (CSR) / Tracking Coordinator in Jacksonville, FL. The role focuses on tracking shipments, maintaining customer relationships, and ensuring all requirements are met.

Reports to the Customer Satisfaction Manager and works 4 x 10s (Fri-Mon) with 7am–6pm or 8am–7pm shifts. You will handle tracking, EDI, and communications with internal and external customers, aiming to maximize service quality and customer satisfaction

Qualifications

• Minimum high school diploma or GED; college degree preferred.
• Experience in logistics or customer service is a plus.
• Strong problem-solving and communication skills.

Responsibilities

• Track and trace all shipments and load statuses.
• Process EDI as required.
• Update and maintain transportation management and operation systems.
• Proactively identify problems and implement solutions.
• Coordinate deliveries with carriers.
• Answer customer inquiries per satisfaction standards.
• Provide complex problem resolution and guidance to others.

Skills

Customer service

Problem solving

Communication

Time management

Attention to detail

Teamwork

Independent worker

Education

High School Diploma / GED

College degree (preferred)

Tools

AS400

MS Office

Job description

Location: Jacksonville, FL

Job Id:258

# of Openings:1

Job Summary:

This position works 4 x 10's, Friday to Monday. You can choose 7am - 6pm or 8am - 7pm.

The Customer Satisfaction Representative (CSR) / Tracking Coordinator is responsible for establishing and maintaining profitable relationships with internal and external customers on behalf of the company by taking personal and complete responsibility for each customer contact and by ensuring that all customer requirements are completely met. This position reports directly to the Customer Satisfaction Manager .

Essential Duties and Responsibilities:

• Track and trace all shipments and load statuses.
• Processes EDI as required (key account/OEM).
• Update and maintain transportation management and operation systems.
• Proactively identify problems and swiftly implement the appropriate solutions.
• Coordinate deliveries with carriers.
• Prioritizes tasks and workload to focus on issues that directly impact quality and service performance.
• Adhere to company standards on customer satisfaction, accuracy, and timeliness.
• Proactively identify problems and swiftly implement the appropriate solutions.
• Answer all customer inquiries in accordance with the customer satisfaction standards.
• Further increase customer satisfaction and business share through proactive and regular contact.
• Provide complex problem resolution and provide guidance to others.
• Utilize specialized industry and company computer systems and procedures, reference materials/documentation and personal industry knowledge to process client shipments.
• Maintains regular, timely, and consistent attendance at work.
• Flexibility to work overtime as needed.
• Perform other duties as assigned.

Knowledge/Skills/Abilities:

• Strong customer service (preferably from a logistics background involving phone experience, pricing, quotes, conflict resolution/problem solving).
• AS400 experience.
• Proficient with computer and Microsoft Office applications.
• Strong interpersonal skills to effectively interact with internal and external customers.
• Excellent problem-solving skills with the ability to seek alternative solutions.
• Self-directed, displays initiative, and can work independently.
• Organizational and time management skills.
• Team player with proven ability to work under pressure.
• Strong attention to detail with excellent follow-up.
• Excellent communications skills, both written and oral.
• Strong knowledge of customer service principles & practices.
• Must be fluent in English.

Education and Experience Requirements:

• High School Diploma/GED required. College degree highly preferred.