Track & Trace Representative

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: Mon-Fri 3am- noon 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