Dedicated Customer Operations Specialist

Hub Group - Whitestown, IN

Full-time - Entry Level

Whitestown, IN

5,001-10,000 employees

Support Activities for Transportation

About the position

The Dedicated Customer Operations Specialist is responsible for supporting customer needs on-site, managing carrier relationships, and ensuring efficient operations within the logistics framework. This role involves building shipments, coordinating freight pick-up and delivery, and resolving issues to exceed customer expectations. The specialist will work closely with carriers and internal teams to maintain high service levels and meet operational KPIs.

Responsibilities

• Build new shipments based on customer specific requirements and standard operating procedures.
• Monitor load acceptance and Electronic Data Interface to ensure freight requests are covered.
• Coordinate and set appointments for pick-up and delivery of freight.
• Organize the efficient use of the dedicated fleet of 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.
• Identify potential operational issues and start the resolution process with team members.
• Advise team members and management about operational issues as required.
• Manage daily operations to positively impact Truck Brokerage KPIs and ensure customer scorecards metrics are met.

Requirements

• 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.
• Excellent verbal and written communication skills.
• Working knowledge of various Microsoft Office products including Excel and Word.

Nice-to-haves

• Self-starter with the ability to communicate and interface effectively with customers, carriers, and team members.
• Exhibit problem-solving skills with the ability to establish and prioritize workload.