Account Service Representative
Transplace - Lowell, AR

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Primary Job Accountabilities
  • Freight Covered Every Day (Exceed customer on-time pick-up and delivery expectations through effective shipment monitoring)
  • Customer Relationship (Consistent and professional communications; effective, prompt and courteous communications with respect to difficult situations, relaying service failures, etc.)
  • Carrier Relationship (Productive carrier relationship development, AP Discrepancy resolution, monitor loads, handling and management of difficult situations, etc.)
  • Financial Procedures and Operating Metrics (Detention management, research/resolving invoice discrepancies, benchmark rate achievement, automation objectives, expedite decisions and cost, etc.)

Essential Functions and Tasks
  • 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.
  • Identify and update status on which Carrier missed pick-up or delivery; provide sufficient comments for communication to customer
  • Notify Shipper and/or Receiver of Load Status and reschedule pick-up/delivery appointments when necessary
  • 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
  • Establish and maintain effective relationships with carriers contracted to the account
  • Assist with 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.)

Knowledge and Expertise
  • Working Knowledge and Utilization of the TMS
  • Knowledge of Microsoft Tools (Ability to leverage Excel and other MS programs, including Word, Outlook, Lync, etc.)
  • Knowledge of the Customer's Business (Knowledge and understanding of the customer product, ability to flowchart the customer's basic supply chain, speak the customer's language and understand the customer's key service measures, etc.)
  • The "I am Transplace" Way (Protocols for answering the phone, e-mail, IM, etc. etiquette and professional standards)
  • Transplace Expertise (Understand and know the Mission, Values and Goals, organizational structure, company history, how we function internally, administration, best practices, processes, behavior, the complete Transplace order-to-cash, etc.)
  • Geographical Expertise (Geographical understanding of the continental US and Canada. Understanding of mileage as it relates to the passage of time, including DOT & Speed governance, including Transit time difference based on mode)

Skills
  • Basic Math (Includes aptitude to learn how to calculate mileage as it relates to the passage of time)
  • Service Orientation (Commits to and enjoys providing exceptional service to internal and external customers)
  • Accuracy and Speed for typing and data entry

Physical and Mental Demands
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions or tasks. While performing the functions or tasks of the job, the employee is regularly required to sit; talk and hear; use hand to finger, handle, and feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl -The employee must occasionally lift and/or move up to 10 pounds
  • Must have ability to appraise, evaluate and adequately respond to environmental strain and emotional stress. Troubleshooting; time management, decision-making, emergency response, time constraints, analysis and implementation

Travel
  • This job will NOT require extensive travel

Experience
  • 1 year customer service experience preferred

Education
  • High School Diploma or General Education Equivalency

Assessments
  • Values Based and Skills assessments may be required
  • Background check including employment history, education and criminal may be required
About Transplace

Transplace is a non-asset, North America-based third party logistics (3PL) provider offering manufacturers, retailers, chemical and consumer packaged goods companies the optimal blend of logistics technology and transportation management services. From complete logistics management outsourcing to SaaS transportation management system (TMS) and supply chain network planning and design to high-quality brokerage services, Transplace has proven the ability to deliver both rapid return on investment and consistent value to customers. The company is recognized among the elite global 3PLs by a customer base that includes many of the largest shippers in the world.

Transplace constantly strives to exceed the transportation expectations of our customers, from consumer packaged goods, chemical and petroleum companies, to discrete manufacturing and retail. Our goal for global supply chain excellence is outlined in our Mission and supported by our Core Values and Executive Leadership .

Equal Opportunity Employer

Transplace - 17 months ago - save job - block
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