Track & Trace Representative

Description

Summary: Seeking a detail-oriented Track & Trace Representative to ensure smooth and timely freight pickups and deliveries, maintaining service levels and ensuring customer satisfaction. Highlights: 1. Critical role in maintaining service level agreements and customer satisfaction. 2. Proactive confirmation of timely pickups and deliveries. 3. Collaborative issue resolution with CSRs and Account Managers. We are seeking a detail\-oriented and proactive **Track \& Trace Representative** to ensure the smooth and timely pickup and delivery of afterhours freight. This role is critical in maintaining service level agreements, providing real\-time support, and addressing issues quickly to ensure customer satisfaction. **Key Responsibilities:** * **Confirm Timely Pickups and Deliveries:** Proactively confirm the status of all loads designated as afterhours to ensure they are picked up and delivered on time. * **Driver \& Dispatcher Communication:** Call drivers and dispatchers to verify service levels are being met and address any delays or issues. * **Inbound Call Support:** Answer inbound calls from drivers and dispatchers, providing immediate assistance and support throughout the load’s progression. * **Issue Resolution:** Communicate load\-related issues to Customer Service Representatives (CSRs) and Account Managers, working collaboratively to find quick and effective resolutions. * **Customer Updates:** Provide timely and accurate updates to customers upon request regarding the status of their shipments. * **Task Prioritization:** Organize and prioritize tasks efficiently, responding based on the urgency and potential impact of each issue. **Working** **conditions**: * Working schedule: **Monday\-Friday 8\-5pm CST** * **Remote mode of work** * 10\+ business days of paid time off * Team building and corporate events * Equipment provided * A supportive team * Previous experience in logistics, transportation, or customer service preferred * Excellent communication and problem\-solving skills * Ability to remain calm and focused in a fast\-paced, high\-pressure environment * Strong organizational and time\-management abilities * Comfortable working early morning hours * Proficient with computers and transportation management systems (TMS) a plus