Carrier Relations Specialist

URS Group•Plymouth, MI

8d•Hybrid

About The Position

United Road is the largest finished vehicle logistics company in North America, moving new and used vehicles for OEMs, dealerships, auctions, and fleet operators across the continent. This role is crucial for building and maintaining relationships with third-party carriers, acting as their primary point of contact for recruitment, onboarding, and ongoing support. The ideal candidate will be comfortable on the phone, possess strong problem-solving skills, and be dedicated to providing excellent service to carriers.

Requirements

Comfortable on the phone, handling both inbound and outbound calls.
Service-oriented with a commitment to following through on tasks.
Strong communication skills, including clear written and verbal communication and active listening.
Attention to detail and the discipline to follow processes.
Strong time management and organizational skills, with the ability to juggle and prioritize work.
Ability to build trust and foster long-term relationships.
Technically capable with Microsoft Office, Salesforce or another CRM, and general web tools.
Basic data analysis skills.
Self-starter with the ability to work independently and as part of a team.
Intermediate computer skills, comfortable with Microsoft Office and office systems.
Team player with experience working collaboratively and supporting teammates.

Nice To Haves

College degree preferred.
At least 2 years in customer service (hospitality or any service industry counts).
Transportation, logistics, or carrier recruitment experience.
Eagerness to learn the finished vehicle logistics (FVL) business and build a career.

Responsibilities

Recruit and qualify third-party carriers into the Haully network through outbound calls.
Onboard new carriers from initial contact through their first loads, including setup and credentials.
Guide carriers through their journey with United Road, answering questions and providing support.
Educate carriers on customer-specific requirements for successful hauling.
Provide support for website and platform access, including login credentials.
Respond to inbound calls and voicemails from carriers, resolving questions and complaints.
Conduct outbound calls to investigate internal complaints regarding transport delays, communication, or professionalism.
Develop and maintain relationships with third-party carrier capacity to support logistics operations and meet customer demand.
Monitor and report on carrier performance and metrics, conducting regular reviews with carriers.
Monitor third-party carriers' Central Dispatch ratings and discuss as needed.
Assist in facilitating the Carrier Awards.
Ensure timely receipt and updating of carrier insurance renewal certificates and cancellations in the tracking system.
Maintain and update carrier profile information regularly.
Track and report fuel surcharges for third-party carriers.
Provide weekly active carrier lists and specifications to dispatch teams.
Process daily mail, focusing on certificate updates and cancellations.
Answer incoming calls and voicemails for the Compliance Department.
Provide backup support to other Compliance and Carrier Relations team members during their absence.
Support projects as assigned by the Carrier Relations Manager.