We are seeking a detail-oriented and proactive Track & Trace Representative to ensure the smooth and timely pickup and delivery of afterhours freight. This role is critical in maintaining service level agreements, providing real-time support, and addressing issues quickly to ensure customer satisfaction.
Key Responsibilities:
Confirm Timely Pickups and Deliveries:
Proactively confirm the status of all loads designated as afterhours to ensure they are picked up and delivered on time.Driver & Dispatcher Communication:
Call drivers and dispatchers to verify service levels are being met and address any delays or issues.Inbound Call Support:
Answer inbound calls from drivers and dispatchers, providing immediate assistance and support throughout the load’s progression.Issue Resolution:
Communicate load-related issues to Customer Service Representatives (CSRs) and Account Managers, working collaboratively to find quick and effective resolutions.Customer Updates:
Provide timely and accurate updates to customers upon request regarding the status of their shipments.Task Prioritization:
Organize and prioritize tasks efficiently, responding based on the urgency and potential impact of each issue.
Working conditions:
Working schedule: Mon-Fri 7 am -5 pm CST
Remote mode of work
10+ business days of paid time off (7 days of USA-based Public Holidays + 3 sick leaves)
Team building and corporate events
Equipment provided
A supportive team
Previous experience in logistics, transportation, or customer service preferred
Excellent communication and problem-solving skills
Ability to remain calm and focused in a fast-paced, high-pressure environment
Strong organizational and time-management abilities
Comfortable working early morning hours
Proficient with computers and transportation management systems (TMS) a plus