Reporting to the Customer Care Lead, the Customer Care Specialist is responsible for providing timely, accurate, and efficient service to our customers by building and managing the front and back end of the order process. This position requires strong problem-solving skills, product knowledge, and superior communication ability. This is an exempt, salaried position.
Essential Duties and Responsibilities:
- Accurately set up customers in VIntermodal as part of the Customer on-boarding process.
- Build and maintain customer rate tables in VIntermodal ensuring invoice accuracy.
- Input and build Point to Point (PTP) rates in system daily and as necessary, including but not limited to rate changes (increases).
- Build and manage per diem, demurrage, chassis, and storage charges with vendors working closely accounting group to ensure billing and payments are made timely to steam ship lines
- Input and manage company driver, independent contractor and 3rd party vendor pay scales in VIintermodal to support accurate outputs to support accounting in paying our independent contractors weekly
- Develop VIntermodal invoice templates based off new and current customer requirements
- Coordinate with operations (Dispatch) to ensure daily rate/load charges are updated in real time to reflect accurate billing when closing out orders
- Close out completed orders, reconcile chassis and per diem charges with steam ship lines and ensure consignee changes to storage and detention times are in VI
- Assist accounting in trouble shooting and general rate reconciliation to invoice and bill customer with updated rate standards
- Close out all weekly Independent Contractor loads in TMS system ensuring all required paperwork has been submitted
- Assist Independent Contractors and company drivers with completing loads in their tablet through all CompCare (VIntermodal) apps which include accounting for all required paperwork and scans per customer requirements
- Manage PT Mobile trouble tickets and assist Independent Contractors and company drivers with processing final load paperwork
- Complete weekly Independent Contractor settlements
- Finalize weekly independent contractor settlement reports for managements review prior to sending accounting group final data files so they can process and submit payments out to Independent Contractors
- Review 3rd party contract vendors for accuracy on hours being billed for services performed
- Utilize Samsara to create variance reports to determine gaps in hours billed to loads tendered and completed
- Create and manage utilization reports daily/weekly. Correct manual inputs on daily changes to load tenders prior to submitting report for processing.
- Daily input accuracy review of Power BI automated reporting function
- Investigate errors in BI reporting based on manual inputs from customer care and dispatch groups
- Support cross-functional activities such as customer service, dispatch, operations, or senior leadership as needed
- Assist accounting in setting up credit with new customers ensuring accounting has all required onboarding paperwork to approve credit with new customers
- Regular attendance is a required function of the position
- Additional responsibilities include accurately building and maintaining OptiX TMS systems (VIntermodal) to efficiently enter and close out orders, ensure orders are ready to invoice and make payments for all processed customer orders. Requires strong problem-solving skills, VIntermodal experience, multi-tasking and operational ability to assist other functional areas such as customer service and dispatch. This position will report to the Director of Drayage Development
- Regular attendance is an essential function of the position
Skill Sets and Requirements:
- Can-do, positive attitude
- VIntermodal experience – 2 years preferred
- Strong written and oral communication skills
- Independent thinking and strong problem solving skills
- Computer literacy
- Attention to detail and accuracy
- Organizational aptitude
- Ability to multi-task
- Impeccable follow-through and commitment to quality customer service
- Desires fast paced environment
- Bi-lingual in English and Spanish
Minimum Qualifications:
- Mandatory: High School Diploma or GED
- Preferred: Bachelor’s Degree in Business Administration or related field