Customer Support Specialist III (Intermodal)

About the position

The Customer Support Specialist III is a crucial role within the Intermodal operations division, responsible for ensuring timely delivery of customer shipments and fostering relationships with customers and carriers. This position is based in Brea, CA, and involves daily interactions to manage shipment logistics effectively.

Responsibilities

• Verify order readiness for shipments and change appointments when necessary
• Prioritize loads by time schedule and customer priority to minimize deadhead
• Schedule shipments using various customer applications
• Confirm shipment delivery via carrier websites, phone, email, etc.
• Create shipments based on customer and carrier business rules
• Establish and maintain effective relationships with contracted carriers and other regional carriers
• Communicate professionally and timely with shippers and receivers
• Correspond with Operations, customers, and carriers regarding rating and accessorial information
• Lead training sessions for Carrier Contacts on the Carrier Portal
• Set up new customer and vendor users and locations in the TMS
• File tickets for identified issues surrounding invoice resolution using JIRA
• Report long-term KPIs by account as determined by management
• Identify patterns in shipper, receiver, and carrier performance and recommend improvements

Requirements

• High school diploma or GED equivalent
• 2-3 years of Customer Service and/or Transportation experience

Nice-to-haves

• Bachelor's degree in Transportation Logistics or Supply Chain Management
• 2-4 years of Customer Service experience within the Transportation or Logistics Industry
• Working knowledge and utilization of the Uber Freight TMS
• Proficient in Microsoft Office
• Basic Math skills