**The Track \& Trace Representative** is responsible for executing shipment visibility and tracking procedures with accuracy, urgency, and professionalism. As a frontline support role for the Carrier Sales department, the Track \& Trace Specialist provides real\-time tracking updates, manages check\-call compliance, and escalates service risks to ensure proactive communication is maintained. This position plays a critical part in maintaining service reliability, shipment integrity, and operational excellence across the 3PL network. This role performs routine assignments with increasing independence while developing a strong operational foundation for future growth. **Key Responsibilities:** ***Shipment Tracking \& Monitoring*** * Execute all required Track \& Trace check calls according to SOP timing, including: * Maintain accurate and timely updates in TMS, including driver location, ETAs, and milestone timestamps. * Utilize tech tracking visibility data and follow SOP rules regarding when manual calls are and are not required. * Update shipment statuses as they transition from Covered Dispatched Arrived at Pick\-Up Loaded Arrived at Delivery Delivered. * Apply filters and search parameters in TMS daily to identify loads requiring tracking attention. ***Communication \& Coordination*** * Serve as the primary point of contact for all tracking\-related communication with carriers. * Conduct professional check calls and emails to carriers, dispatchers, or drivers to confirm locations and ETAs. * Support internal teams by ensuring visibility updates are accurate, complete, and timely to enable proactive customer communication. ***Issue Identification, Documentation \& Escalation*** * Inform Carrier Sales and Operations teams of service risks, delays, or changes promptly and escalate as necessary. * Document all problem events clearly, including ETA revisions and carrier\-provided details. * Follow all Track \& Trace SOP requirements to support internal audit readiness. **Working conditions:** * Work schedule: **Friday \- Monday, 0800\-1800 EST** * Competitive Salary in USD * **Remote mode of work** * 10\+ business days of paid time off * Team building and corporate events * Equipment provided * A supportive team **Required Skills \& Experience** * 1–2 years of experience in logistics, transportation operations, or related customer service roles preferred. * Experience with TMS platforms (Aljex preferred) and visibility tools such as Macropoint. * Strong written and verbal communication skills, with the ability to gather and relay information professionally. * Excellent attention to detail and ability to document information precisely. * Ability to manage high\-volume workloads and prioritize effectively. * Proficiency in Microsoft Office (Outlook, Excel, Word). * Ability to remain calm and solution\-focused in fast\-paced or high\-pressure situations. **Competencies \& Behavioral Expectations:** **Customer Service Orientation** * Provides timely and clear communication that enables internal teams to deliver a positive customer experience. **Attention to Detail** * Maintains accurate shipment records, location updates, timestamps, and event logs in the TMS. **Problem Solving** * Identifies service risks quickly, documents issues with clarity, and escalates appropriately. **Collaboration** * Works closely with Carrier Sales, Operations Representatives, and leadership to maintain shipment integrity and service compliance. **Adaptability** * Thrives in a dynamic environment with shifting priorities and time\-critical demands. **Accountability** * Takes ownership of tracking responsibilities and follows SOPs with precision to support operational excellence.