Cargo Disposition Coordinator

Swift Transportation•Phoenix, AZ

6d•Onsite

About The Position

Swift Transportation is seeking a Cargo Disposition Coordinator to join their team. This role involves coordinating the disposition of product refused by customers or left on trailers, investigating and performing data gathering, and overseeing multiple open delivery discrepancies. The coordinator will manage these discrepancies until the company is relieved of product control by the customer, ensuring customers are appropriately billed for related expenses such as re-delivery fees, destruction charges, and storage fees. The position requires responding to inquiries from drivers regarding cargo discrepancies, monitoring freight disposition queues, and maintaining key performance metrics. A significant part of the role involves evaluating refused freight and coordinating its disposition with designated department personnel, verifying and documenting handling in appropriate systems and customer portals. The coordinator will also authorize and control costs associated with discrepancies by negotiating with customers, vendors, and internal departments, making economic decisions based on gathered data. They will contact involved parties for updates on refused freight, communicate claim information and instructions per shipper's specifications, and document all charges for proper billing and recovery. The role includes managing a queue of open claims awaiting billing and communicating with the billing department for timely charge application. Proactive assistance to colleagues in achieving organizational objectives is also expected.

Requirements

1 year experience in customer service or similar experience required.
Must possess excellent multi-tasking skills.
Must possess strong data entry skills.
Must be able to handle a high call volume and recognize the need for follow up verses answering inbound calls when volumes are high.
Must have exceptional customer service and communication skills.
High School Diploma or equivalent required.
Candidates must be authorized to work in the U.S.
The Company does not sponsor employment visas.

Responsibilities

Coordinate disposition of product refused by customer or left on trailers by customers.
Investigate and perform data gathering activities.
Oversee multiple open delivery discrepancies at any one time including Refrigerated, Dry, Flatbed, Rail and Logistics loads.
Manage, control and monitor delivery discrepancies until the company has been relieved of control of the product by the customer.
Ensure customers are appropriately billed for expenses related to agreed upon services rendered (i.e. re-delivery fees, destruction charges, storage fees, other accessorial charges, etc.).
Respond to incoming phone calls, e-mails or messages from Drivers (Company or Owner Operator) related cargo discrepancies at delivery.
Monitor freight disposition queues regularly.
Maintain key performance metrics.
Evaluate refused freight and use Best In Class customer service to coordinate with designated department personnel the disposition of refused freight for timely resolution.
Verify and document proper handling of disposition in appropriate systems of record and various customer websites/portals.
Authorize and control costs associated with delivery discrepancies by negotiating with customers, third party vendors and the company's designated internal department personnel.
Make effective and appropriate economic decisions based upon the communications and data gathered.
Contact all parties involved and obtain updates regarding disposition of refused freight on the day of the reported incident.
Communicate and provide updated claim information and instruction of freight per shipper's specifications; enter customer comments into computer system.
Properly notate and document all charges being assessed to ensure proper billing and recovery of charges.
Manage and maintain queue of open claims waiting for billing to process.
Communicate with billing department to ensure timely application of charges.
Proactively work to assist others in achieving the organization's objectives.