Dedicated Coordinator

Marten Transport, Ltd.; City of Albany (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

Marten Transport, Ltd. is seeking a Driver Services/Customer Service Associate to serve as a drivers representative in operations. The role focuses on managing drivers' performance, ensuring on-time pickups, and acting as a liaison between drivers and customers.

Responsibilities include communications with drivers, fleet management duties, and maintaining service levels across loads. A bachelor degree in business or related field is preferred, with experience in logistics or customer service

Qualifications

• Excellent verbal and written communication skills are required.
• Ability to handle a fast-paced work environment.
• Strong multitasking and prioritization abilities.
• Problem solving and issue resolution skills.

Responsibilities

• Communicate load information, advances, purchase orders, maintenance, and company news to drivers.
• Assist/manage fleet for on-time pickups/deliveries, route efficiency, and service levels.
• Ensure drivers understand customer and company expectations for each load at dispatch.
• Maintain daily records of assigned trucks and drivers.
• Record details and directions for loads booked in the area.
• Serve as acting substitute for customer service manager when needed.
• Supervise trailer pools in the market.
• Schedule loading/unloading appointments promptly.
• Escalate issues to regional or customer service managers.
• Pursue cross-training to broaden career scope.
• Maintain service levels per sales/marketing guidelines.
• Conduct routine customer solicitations by phone or other means.
• Delegate tasks and train customer service staff.
• Other duties as assigned.

Skills

Excellent verbal and written comm

Fast-paced environment

Multitasking & prioritization

Problem solving

Education

Bachelor degree in business/logistics/marketing or related field

Job description

Career Opportunities with Marten Transport

A great place to work.

Purpose

Serve as driver's representative in operations. Manage drivers performance in identified categories and be primary/secondary communication link to drivers. Work to achieve optimum driver and customer satisfaction. To ensure responsibility for the normal duties of the customer service associate position, along with providing backup to the customer service manager in the respective region. Persons in this position will be accountable for customer inquiries, load solicitations and service reporting.

Responsibilities

1. Communication to driver including, but not limited to, load information, advances, purchase orders, maintenance coordination, performance counseling and dissemination of general company news and information.
2. Responsible for assisting and/or managing of part/all of a fleet including, but not limited to effective management for optimum performance in the following categories:
   • On-time pickup and delivery performance
   • Pallet Management
   • Out of Route Miles
   • Hours of Service Compliance
   • Driver Availability
   • Accommodation of special routing needs
   • Cost Control
3. Ensure that each driver has an adequate understanding of all details of customer and company expectations on each load at the point of dispatch.
4. Daily accounting of all assigned trucks and drivers
5. Record details and direction on all loads booked for the assigned area
6. Act as a substitute for the customer service manager in a manner, which is seamless and transparent to our customer
7. Supervise and monitor trailer pools in the respected market
8. Promptly and logically secure loading and/or unloading appointments
9. Communicate any problems encountered to the regional manager or customer service manager
10. Aggressively pursue and expand knowledge of other positions and functions in an effort to broaden your own ability and scope as related to career development
11. Maintain and monitor the service levels provided to Marten's customers as required and outlined by our sales and marketing department
12. Perform routine solicitations of customer base, by telephone or other forms of communication
13. Delegate duties and train customer service associates
14. Other duties as assigned

Relationships

Daily interaction with operations personnel, drivers, shippers, consignees, and sales.

Abilities/Skills Required

• Excellent verbal and written communication skills
• Ability to a handle a fast pace work environment
• Ability to prioritize and handle multiple tasks at the same time
• Ability to isolate and solve problems efficiently

Physical Requirements

Sitting for long periods, manual dexterity for data entry, stooping, bending for filing, and light to moderate lifting.

Education/Training Required

Bachelor degree in business, logistics, marketing, or other related majors, or applicable experience.