Customer Service Team Lead

Customer Service Team Lead

Job Category : Customer Support & Service Requisition Number : CUSTO006042 Showing 1 location Job Details

Description

This position will serve as the team leader of the Customer Service Representatives who are responsible for on time delivery of customer freight while controlling all costs and providing excellent customer communication.

The Team Leaders operational expertise will help guide team members through problem resolution, proactive communication of service issues to appropriate channels and has a thorough understanding of the intermodal marketplace.

The ideal candidate can use statistical data to drive efficiency as well as use Root Cause Analysis to improve business processes that meet customer satisfaction.

ESSENTIAL FUNCTIONS AND TASKS

• Maintains an in-depth knowledge of customers
• Knows the customer facilities contacts and hours
• Submits for customer approval on accessorial charges
• Knowledge of the OSD process and necessary requirements needed to seek disposition to avoid claims
• Maintains the OSD spreadsheet
• Confirms billing accuracy on the AR and AP side
• Communicates issues clearly with team members and takes required action to resolve issues

KNOWLEDGE AND EXPERTISE

• Ability to establish priorities, work independently and proceed with objectives without supervision.
• Ability to anticipate and resolve problems using root cause analysis to prevent reoccurrence.
• Advanced Transportation knowledge including advanced geography, military time knowledge

SKILLS

• Service Orientation (Commits to and enjoys providing exceptional service to internal and external customers)
• Strong customer service skills.
• The ability to work in a team environment.
• Strong multitasking skills.
• Strong sense of urgency and capable of working under pressure
• Advanced Written, Oral, and Presentation Communication Skills
• Computer Skills, including electronic mail, word processing, spreadsheet, graphics, etc.
• Forward thinking. Ability to envision and implement new concepts / strategies.

TRAVEL

No travel required.

EXPERIENCE

Minimum of 1 2 years of transportation experience preferred but not required

EDUCATION

• High School Diploma or general education degree (GED)
• Some college course work or equivalent combination of education and experience
• Excellent people skills, communication skills and organization skills are critical to success

COMPANY

Transplace, an Uber Freight company, powers one of the largest managed transportation and logistics networks in the world.

Its tech-enabled services and solutions platform are backed by the combination of innovative technology and a dedicated team of domain experts, engineers, and data scientists.

Transplace is committed to thrilling its customers by consistently improving supply chain performance and providing greater visibility and control of their logistics networks.

Companies of all sizes rely on Transplace to deliver trusted outcomes through best-in-class logistics management, strategic capacity, and cross-border services.

Follow the company on our social media pages and blogs :

• https : / / blog.transplace.com
• https : / / www.linkedin.com / company / transplace
• https : / / twitter.com.transplace
• https : / / www.instagram.com / transplace /
• https : / / www.facebook.com / transplace
• https : / / www.youtube.com / user / Transplace

EEOC

Equal Employment Opportunity has been, and will continue to be, a fundamental principle of Transplace, where employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, or any other protected characteristic as established by law.

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