Customer Support Specialist II

• Manage day-to-day aspects of booking, shipping, tracking, and billing on both import and export shipments
• Secure capacity for loads
• Leverage carrier relationship to influence capacity awards during tight markets
• Determine eligibility for additional non-committed freight to be awarded to internal brokerage services
• Contact carrier to obtain status of load-tendered; continue monitoring the shipment for on-time pick-up, transit, delivered, empty
• Update load status in system, e.g., loaded, pick-up, delivery, empty, etc.
• Notify Shipper and/or Receiver of Load Status and reschedule pick-up/delivery appointments when necessary
• Establish and maintain effective relationships with shippers and receivers through professional and timely communications and inquiry responses
• Correspond with customer and carrier regarding detention information
• Communicate and gain approval for expedite shipments
• 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
• Train customer users on the TMS, leveraging knowledge of customer business practices and workflow
• Rate Quotes
• Lead training sessions for Carrier Contacts as necessary on Carrier Portal
• Identify patterns with shipper, receiver and carrier performance and recommend actions for improvement
• 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
• Set-up new Receivers, vendors, and suppliers
• 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.)
• Utilize TMS to actively manage on-time performance and automation objectives

• 1-2 years related experience
• Bachelor’s degree
• Advanced Spanish and English written, oral, and presentation communication skills

• Knowledge of Freight Industry
• 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)
• Microsoft Excel— knowledge of Microsoft Excel including but not limited to VLookup, Pivot Tables and advanced formulas
• 1 – 2 Years of customer service experience

Transplace