Dedicated Customer Operations Specialist

Hub Group; Sacramento (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Hub Group in Sacramento, CA is seeking a Dedicated Customer Operations Specialist to support on-site customer needs, coordinate carrier tendering, track&trace, and issue resolution. You will work with management to ensure service levels and KPI goals are met while managing daily operations.

The role requires significant customer service experience, deep logistics knowledge, and strong communication skills to interact with customers, carriers, and internal teams.

Qualifications

• Significant customer service or call center experience is required.
• Solid understanding of transportation and logistics principles, and supply chain network behavior
• Understanding of the flatbed industry is required.
• Experience with DAT, Internet Truck Stop, and other predictive market resources is required.
• Excellent verbal and written communication skills
• Working knowledge of Microsoft Office products including Excel and Word

Responsibilities

• Build new shipments based on customer specific requirements and standard operating procedures
• Monitors load acceptance and Electronic Data Interface to ensure freight requests are covered
• Coordinates and sets appointments for pick-up and delivery of freight
• Organize the efficient use of our own fleet of Dedicated drivers
• Develop strong carrier relationships to ensure high level of service and communication
• Develop spot and long-term strategies with carriers by identifying their capacity needs and matching those needs with consistent opportunities
• Interact with carrier base, including rate negotiations, shipment requirements, and load tendering
• Obtain and enter carrier quotes and capacity into the system
• Pull tracking updates through partner carrier systems, email and phones then push these updates to external/internal customers Management via Hub's systems
• Identify potential operational issues and start the resolution process with team members
• Advises team members and Management team about operational issues as requires
• Manage daily operations to positively impact Truck Brokerage KPIs and ensure customer scorecards metrics are met
• Must operate within the Truck Brokerage Rules of Engagement.
• Duties, responsibilities and activities may be assigned or changed from time to time
• Assist with miscellaneous projects as short-term company initiatives arise

Skills

Customer service

Logistics knowledge

Communication

Problem solving

Microsoft Office

Tools

DAT / Internet Truck Stop

Microsoft Excel

Carrier management systems

Job description

Job Summary

The Dedicated Customer Operations Specialist role is responsible for supporting customer needs on site, tendering to carrier, track and trace requirements and issues resolution. The position requires one to operate in the upmost professional manner to customer & carriers, efficiently manage their day with the guidance of their manager and to ensure customers' expectations are exceeded every day.

Essential Job Functions

• Build new shipments based on customer specific requirements and standard operating procedures
• Monitors load acceptance and Electronic Data Interface to ensure freight requests are covered
• Coordinates and sets appointments for pick-up and delivery of freight
• Organize the efficient use of our own fleet of Dedicated drivers
• Develop strong carrier relationships to ensure high level of service and communication
• Develop spot and long-term strategies with carriers by identifying their capacity needs and matching those needs with consistent opportunities
• Interact with carrier base, including rate negotiations, shipment requirements, and load tendering
• Obtain and enter carrier quotes and capacity into the system
• Pull tracking updates through partner carrier systems, email and phones then push these updates to external/internal customers Management via Hub's systems
• Identify potential operational issues and start the resolution process with team members
• Advises team members and Management team about operational issues as requires
• Manage daily operations to positively impact Truck Brokerage KPIs and ensure customer scorecards metrics are met
• Must operate within the Truck Brokerage Rules of Engagement.
• Duties, responsibilities and activities may be assigned or changed from time to time
• Assist with miscellaneous projects as short-term company initiatives arise

Minimum Qualifications

• Significant customer service or call center experience is required
• Solid understanding of transportation and logistics principles, and supply chain network behavior
• Understanding of the flatbed industry is required
• Experience with DAT, Internet Truck Stop, and other predictive market resources is required
• Display the upmost professional behavior while on site in the facilities with our valued customers
• Must be a self-starter and have the ability to communicate and interface effectively with customers, carriers, and team members in a manner that consistently produces results
• Exhibit problem solving skills with the ability to establish and prioritize workload in order to meet team and company goals using good business judgment.
• Excellent verbal and written communication skills
• Working knowledge of various Microsoft Office products including, but not limited to Excel and Word

Hub Group is the premier, customer-centric supply chain company offering comprehensive transportation and logistics management solutions. Keeping our customers' needs in focus, Hub Group designs, continually optimizes and applies industry-leading technology to our customers' supply chains for better service, greater efficiency and total visibility. As an award-winning, publicly traded company (NASDAQ: HUBG) with $5 billion in revenue, our 6,000 employees and drivers across the globe are always in pursuit of "The Way Ahead" - a commitment to service, integrity and innovation.