Extended Coverage Dedicated Coordinator

Marten Transport; Clarksville (AR); On-site; USD 38,000 - 48,000; Full time

Job summary

Marten Transport is seeking a Customer Service Associate to serve as the drivers' representative in operations, coordinating performance and communications.

You will support load solicitations, service reporting, dispatch duties, and back up the customer service manager while maintaining strong driver and customer satisfaction.

The role requires excellent verbal and written communication, multitasking in a fast-paced logistics environment, and a related Bachelor degree or experience.

Qualifications

• Bachelor degree in business, logistics, marketing, or related field or equivalent experience.
• Experience in customer service or transportation logistics preferred.
• Strong written and verbal communication and organizational skills.

Responsibilities

• Communicate load information, advances, and PO details to drivers.
• Support fleet performance: on-time pickups, pallets, routing, and hours of service.
• Ensure drivers understand load expectations at dispatch.
• Maintain daily records for assigned trucks and drivers.
• Arrange loading/unloading appointments promptly and efficiently.
• Escalate issues to regional or CS management as needed.
• Train and delegate tasks to customer service associates.
• Other duties as assigned.

Skills

Verbal communication

Written communication

Fast-paced environment

Multitasking & problem solving

Education

Bachelor's degree or related experience

Job description

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

• 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.
• Responsible for assisting and/or managing 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
• Ensure that each driver has an adequate understanding of all details of customer and company expectations on each load at the point of dispatch.
• Daily accounting of all assigned trucks and drivers.
• Record details and direction on all loads booked for the assigned area.
• Act as a substitute for the customer service manager in a manner that is seamless and transparent to our customer.
• Supervise and monitor trailer pools in the respected market.
• Promptly and logically secure loading and/or unloading appointments.
• Communicate any problems encountered to the regional manager or customer service manager.
• 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.
• Maintain and monitor the service levels provided to Martens customers as required and outlined by our sales and marketing department.
• Perform routine solicitations of customer base, by telephone or other forms of communication.
• Delegate duties and train customer service associates.
• 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 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