Indeed
Track & Trace Representative (Weekday)
**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: **Mon\-Fri 8 am \- 5 pm 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.

State of Rio Grande do Sul, Brazil
R$1/hour