Coordinator, Customer Service III - TR

Corovan Careers•San Leandro, CA

11d•Onsite

About The Position

The Transportation Coordinator III manages commercial transportation projects, including O&I moves, storage in/out, installations, and technology jobs. Reporting to the Transportation Manager, the coordinator works with customers, end users, operations, vendors, sales, and project management to ensure products and services are delivered on schedule and in accordance with shipment agreements. The role receives and processes work requests, enters and updates orders in the WebPortal and Order Entry System, confirms and converts work orders according to policy, and serves as gatekeeper for blue file projects. It also provides customers with written and verbal updates on estimated and actual costs, prepares reports and project information, and escalates issues to management. This is an associate-level position that may include weekly team training. The position is based in San Leandro. It is full time and non-exempt; late evenings or weekends may be required based on business needs. Overtime must be approved by a manager in advance. Travel is not required. Work may take place in an office, warehouse, or outdoor environment, with possible exposure to cold, wet, humid, or other outdoor weather conditions and constant or intermittent noise. The role is subject to pre-employment drug testing and criminal background checks, including four-year employment verifications.

Requirements

At least five years of experience in a related industry and/or related training.
A BA/BS degree or a high school diploma/GED in Business Administration, or an equivalent combination of education and experience.
Advanced knowledge of MS Excel and proficiency with MS Office applications; expert knowledge of the Microsoft Office Suite.
A valid California driver's license and a driving record that meets the company's insurance carrier requirements.
Strong customer-service, verbal and written communication, teamwork, interpersonal, organizational, time-management, prioritization, and attention-to-detail skills.
Ability to manage multiple complex projects, multitask, meet deadlines, and work under pressure in a changing environment.
Ability to handle difficult or emotional customer situations professionally and communicate effectively in potentially stressful situations.
Ability to read and interpret English-language manuals, procedures, and work instructions.
Ability to perform basic arithmetic using whole numbers, common fractions, and decimals.
Ability to apply common-sense reasoning to written, oral, or diagrammatic instructions and solve problems in standardized situations.
Strong problem-solving, decision-making, analytical, planning, and priority-setting abilities.
Ability to work effectively in a team environment and safeguard sensitive and confidential information.
Adherence to company policies, including meal and rest periods; overtime requires manager approval.

Nice To Haves

Service industry experience.
Experience with process-improvement teams.
Familiarity with Six Sigma or other quality-improvement processes.
Familiarity with the O&I move process, including move labeling and directional signage.

Responsibilities

Receive work requests from customers and salespeople by phone, fax, email, and Web Portal; verify that requests are accurate and complete and obtain missing information.
Own customer relationships and work toward customer satisfaction and a 100% quality rating for transportation services.
Communicate changes promptly to customers, sales, and operations, and document changes in the WebPortal or Order Entry System.
Use the no-access list to verify delinquent customers are current before converting jobs, in accordance with accounting policy.
Enter orders in the Order Entry System and confirm and convert jobs according to policy.
Make next-day check calls to customers based on the final day page.
Prepare blue files for the Operations Manager with project documents, including signed agreements, cube sheets, estimates, change orders, and drawings.
Prepare crew paperwork for daily onsite work, including bills of lading, maps, and timesheets.
Create move files and maintain accurate hard-copy project records.
Complete and submit daily paperwork accurately, including timesheets, bills of lading, tick sheets, inventories, and disposal forms.
Review returned field paperwork daily for accuracy and completeness, including bills of lading, timesheets, VIRs, safety huddles, and change orders; communicate errors to management.
Export crew hours in the Order Entry System accurately and on time each day.
Copy paperwork and send pouches to accounting in San Diego daily by 4:00 p.m.
Communicate possible claims to the claims manager daily.
Coordinate storage in/out with the Warehouse Coordinator daily.
Become proficient with the company's Contact Management Software (CMS) and Order Entry System.
Follow confidentiality rules and safeguard sensitive customer and company information.
Respond to client inquiries about payment history, balances, account updates, and customer service issues.
Communicate professionally by phone, email, fax, and in person; handle complaints promptly and escalate pertinent matters to the manager.
Maintain effective working relationships with customers, vendors, sales, transportation, and operations teams.
Participate in ongoing training and may assist with training new employees through cross-functional collaboration between locations.
Participate in and may lead Six Sigma projects to improve processes and efficiencies.
Promote the company's Mission and Vision Statements and compliance with company policies and procedures.
Support high standards of safety, productivity, and customer service.
Observe company meal and rest-period policies and perform other duties as assigned to meet business needs.