Dedicated Customer Operations Specialist

Final Mile; Whitestown (IN); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Flexible Spending Account (FSA)

Employee Assistance Program (EAP) Life

AD&D Insurance

Disability

Paid Time Off

Paid Holidays

Job summary

Final Mile is seeking a Dedicated Customer Operations Specialist to support customer needs on site, tender to carriers, track and trace requirements, and resolve issues. You will operate professionally with customers and carriers, manage daily tasks under guidance, and aim to exceed customer expectations daily.

Essential functions include building shipments, coordinating pickups, maintaining carrier relationships, negotiating rates, and ensuring KPI targets are met.

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 effectively with customers, carriers, and team members to produce results.
• Exhibit problem solving skills with the ability to prioritize workload to meet team and company goals.

Responsibilities

• Build new shipments based on customer requirements and SOPs.
• Monitor load acceptance and EDI to ensure freight requests are covered.
• Coordinate and set appointments for pick-up and delivery of freight.
• Organize the efficient use of our fleet of Dedicated drivers.
• Develop carrier relationships to ensure high service levels.
• Spot and long-term carrier strategies for capacity matching.
• Interact with carriers on rate negotiations, shipment requirements, and load tendering.
• Enter carrier quotes and capacity into the system.
• Pull tracking updates from partner systems and share with customers.
• Identify operational issues and initiate resolution with the team.
• Advise management when issues require attention.
• Manage daily operations to positively impact KPIs and customer scorecards.

Skills

Customer service

Call center experience

Transportation knowledge

Flatbed industry understanding

Microsoft Office proficiency

Tools

DAT

Internet Truck Stop

Microsoft Office (Excel, Word)

Job description

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

Salary

up to $50,000/year base salary + bonus eligibility

This is an estimated range based on the circumstances at the time of posting, however, may change based on a combination of factors, including but not limited to skills, experience, education, market factors, geographical location, budget, and demand

Benefits

• Medical
• Dental
• Vision
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)Life & AD&D Insurance
• Disability
• Paid Time Off
• Paid Holidays