Customer Support Specialist II

<strong>About the Role</strong> <br> <br>Uber Freight company, is looking for experienced customer service professionals with a background in the Transportation, Supply Chain or Logistics field. Our specialists will manage transportation functions to ensure accurate, timely delivery of product in the most efficient and cost-effective manner all while providing excellent customer service to our customers.<br> <br> <strong>What the Candidate Will Do</strong> <br> <ul> <li>Manage day-to-day aspects of booking, shipping, tracking, and billing on both import and export shipments</li> <li>Secure capacity for loads</li> <li>Leverage carrier relationship to influence capacity awards during tight markets</li> <li>Determine eligibility for additional non-committed freight to be awarded to internal brokerage services</li> <li>Contact carrier to obtain status of load-tendered; continue monitoring the shipment for on-time pick-up, transit, delivered, empty</li> <li>Update load status in system, e.g., loaded, pick-up, delivery, empty, etc.</li> <li>Notify Shipper and/or Receiver of Load Status and reschedule pick-up/delivery appointments when necessary</li> <li>Establish and maintain effective relationships with shippers and receivers through professional and timely communications and inquiry responses</li> <li>Correspond with customer and carrier regarding detention information</li> <li>Communicate and gain approval for expedite shipments</li> <li>Use of JIRA, including request new users and password resets via JIRA; provide specific and detailed comments to ensure Help Desk receives clear actionable requests within JIRA</li> <li>Train customer users on the TMS, leveraging knowledge of customer business practices and workflow</li> <li>Rate Quotes</li> <li>Lead training sessions for Carrier Contacts as necessary on Carrier Portal</li> <li>Identify patterns with shipper, receiver and carrier performance and recommend actions for improvement </li> <li>Coordinate and direct shipments and deliveries, including Shipper to Cross-dock, Cross-dock to DC, DC to DC, DC to Store, etc. to improve Customer/Carrier equipment utilization</li> <li>Set-up new Receivers, vendors, and suppliers</li> <li>Resolve financial discrepancies in TMS financials (Carrier invoice does not match in TMS and must be reviewed and make determination; make adjustments in TMS; and respond to Accounting to deny or approve the additional funds, etc.)</li> <li>Utilize TMS to actively manage on-time performance and automation objectives</li></ul> <br> <strong>Basic Qualifications</strong> <br> <ul> <li>1-2 years related experience</li> <li>Bachelor&rsquo;s degree</li> <li>Advanced Spanish and English written, oral, and presentation communication skills</li></ul> <br> <strong>Preferred Qualifications</strong> <br> <ul> <li>Knowledge of Freight Industry</li> <li>Reporting and Analytics (Ability to run BI reports; validate information; understand report, and offer feedback and deliver insights to your manager and or customer contacts on the information contained within the report)</li> <li>Microsoft Excel&mdash; knowledge of Microsoft Excel including but not limited to VLookup, Pivot Tables and advanced formulas</li> <li>1 &ndash; 2 Years of customer service experience</li></ul><img src="https://counter.adcourier.com/YmJnZW5lcmljLjU4NzY1LjEyNTI0QHViZXJmcmVpZ2h0Y29tcC5hcGxpdHJhay5jb20.gif">