Job Description
POSITION SUMMARY
Hours Monday through Friday 4:00PM to 1:00AM
The Operations Clerk is responsible for providing customer service by building and maintaining relationships with customers and responding to their needs and expectations.
ESSENTIAL JOB FUNCTIONS FOR THIS POSITION:
- Foster and build relationships and opportunities for stability and long-term growth with customers by gaining an understanding of their expectations and specific preferences.
- Plan ahead by working with the planning group continuously throughout the day, booking as much freight as possible in advance.
- Proactively identify potential service failures and work with planning and dispatch to remedy issues.
- Communicate with customers regarding status updates as required by customers and provide solutions to problems that arise.
- Enter data into the TMW system accurately and completely.
- Understand and actively work with customer-issued scorecards to improve customer service and meet customer expectations
- Ensure timely communication via phones, email, and satellite communication
- Elevate any Driver associate needs, questions, or inquiries to the Operations Manager in a timely manner
- Communicate proactively to the customer in cases of non-compliance to window times and delivery
- Maintain regular and reliable attendance
- Additional duties as assigned by Leadership and Customer.
OTHER SIGNIFICANTJOB FUNCTIONS INCLUDE:
- Monitor customer trailer pools and work with operations to adjust as needed.
- Ensure that there are enough trailers in the pool to accommodate present and near future bookings.
- Understand and monitor customer lane and volume commitments to book accordingly
- Obtain and set pickup and delivery appointments when applicable.
- Communicate any Customer changes or needs to the entire Operations and Sales teams; serve as the conduit internally for our Customers.
- Comply with company policies and procedures and all applicable laws and regulations.
REQUIRED EDUCATION / EXPERIENCE
- High School Diploma
- 3 years of experience in Transportation, Operation or Logistics industries
PREFERRED EDUCATION / EXPERIENCE
- Associates or bachelor’s degree in Operations, Logistics, or Transportation related fields
REQUIRED SKILLS (TECHNICAL, CLERICAL, LANGUAGE, ETC.)
- Ability to work and communicate effectively with others promoting to promote a team environment that supports your coworkers.
- Listen to problems first in order to gain a clear understanding and provide solutions to Customers.
- Thrive in a fast paced, high volume work environment.
- Possess the ability to accept constructive criticism from both external and internal sources. Learn from mistakes to improve your professional skills.
- Possess basic computer skills.
- Ability to communicate with many levels of personnel (internal and external) and strive for process improvement
- Ability to resolve conflict and problems diplomatically and handle criticism positively without emotion
PREFERRED SKILLS (TECHNICAL, CLERICAL, LANGUAGE, ETC.)
- Proficiency in Microsoft Office products
- Knowledgeable of TMW Office Suite product
PHYSICAL DEMANDS
- Sit at a desk and operate a computer and telephone for most of your shift.
- Walk the operations floor as needed to communicate with others
WORK ENVIRONMENT
- Fast paced and high volume