Customer Account Coordinator

The Customer Account Coordinator is an entry-level position in the brokerage division, providing operational support to the customer account managers. These activities include facilitating the day-to-day business needs of the customer(s), responding to inquiries in a prompt, courteous and effective manner, proactively providing track and trace services, and following standard operating procedures to problem solve. This position reports to the Director of Operations

Shift Days/Times Monday -Friday 8:00-16:30 some overtime required

Data Entry

Essential Duties & Responsibilities

Entering orders into the system according to customer standard operating procedures.

Verification

Verifying pertinent shipment information such as purchase order number, pick up number, delivery number, shipper information and hours of operation, receiver information and hours of operation, quantities, and special requirements.Trouble-shooting any issues arising during the verification process.Escalating issues to carrier or customer account managers in a timely manner when necessary.Escalation of issues via the correct customer channels, as directed by the customer account manager.

Operations

Customer updates provided as requested.Track and maintain customer records, this could include, but not limited to; customer standard operating procedures, contacts, rates quoted to the customer and freight won versus lost, to contribute to pricing database.

Appointments

Setting pick up or delivery appointments and entering appointments in the system.Requesting appointment changes as per related standard operating procedures.Ensuring all parties are advised of appointment times.Trouble-shooting any issues arising pertaining to the appointment process.

Order Tracking

Contacting carriers for daily tracking of shipments and updating system.Determining carrier ETA for pick up and flagging any potentially late pick-ups to carrier and customer account managers.Determining carrier ETA for delivery and flagging any potentially late deliveries to carrier and customer account managers.Provide ad-hoc information to carriers as requested or forward request to carrier account manager if necessary.

Additional Responsibilities

Duties as assigned by management, this could include, but not limited to; responsibility to cross train with other operations representatives on each other’s areas of responsibility to further gain experience for advancement.

Requirements

High school diploma or GED required. College Diploma/Bachelor’s degree.1–2 years of experience in logistics and/or customer service preferred.Strong computer knowledge or willingness to learn; MS Office applications, Google DriveStrong data entry, customer service, and troubleshooting skills. Ability to work within a team as well as independently in a fast-paced environment.Ability to follow direction.Exceptional conflict resolution and negotiation skills.Excellent oral and written communication skills.Ability and availability to work irregular or extended hours including afternoons, nights, weekends, and potentially holidays as needed.

Core Competencies

Customer FocusCommunicationEnergy and UrgencyTeam WorkQuality OrientationProblem SolvingAccountability and DependabilityOperating Office EquipmentEthics and IntegrityHigh Organizational Skills

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)