Job Description

Job Description:
The Customer Service Representative (CSR) for Logistics is responsible for managing various aspects of intermodal operations door-to-door service, ensuring smooth coordination and timely execution of tasks related to load management, customer service, system updates, and ensuring there is proactive communication to our customers and vendors. The CSR will play a key role in maintaining high service levels by coordinating with customers, carriers, internal team members. This role will assist in managing various work tasks listed below in the summary while providing support through to both internal and external parties via phone and email.

Key Responsibilities:

• Bill of Lading (BOL) Acquisition: Securing BOLs for older pickups that lack portal uploads.
• Delivery Appointment Management: Obtaining delivery appointments for loads, especially before grounding, and minimizing container dwell time at ramps.
• Booking Review: Reviewing and updating bookings to ensure usage and accuracy in relevant systems.
• ETA Tracking: Following up with dray carriers for loads lacking Estimated Times of Arrival (ETAs).
• Phone Coverage: Handling incoming phone issues with priority.
• Service Cloud Management: Managing the "unassigned inbox" and assisting with other group email inboxes in Service Cloud.
• Ad Hoc Tasks: Performing various tasks such as updating loads, reviewing loads, and data entry, including allocating time for Per Diem Adjustments.
• OTM Move List Monitoring: Monitoring "Dispatching" Move lists in OTM to ensure timely dispatch and pickups/deliveries.

• Experience in intermodal logistics supply chain management and/or customer service preferred.
• Ability to manage multiple tasks and prioritize effectively to ensure proactive communication.
• Proficiency in Microsoft Office and logistics management systems.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and within a team environment.
• Strong communication skills in both Spanish and English (preferred).
• Experience with Service Cloud and OTM (Oracle Transportation Management) systems