Track and Trace CSR - Remote Position

Langham Logistics, Inc•Indianapolis, IN

2d•Remote

About The Position

The Customer Service and Tracking Representative supports Langham’s goals for exceptional customer service, quality, process improvement, and profitability. The role assists customers with the flow of supply chain raw materials, work-in-progress, and finished goods, and ensures pickups and deliveries are completed as required. The representative tracks shipments and works to meet customer expectations for pickup, delivery, escalation, and problem resolution. This is a remote position for candidates based in or near the Indianapolis area. Training takes place at the corporate office, and quarterly meetings are mandatory. The position also requires attendance at daily Sunset meetings with the Tracking Supervisor and onsite attendance at headquarters for training and any required in-person meetings. The employee spends most of the workday sitting and using computers and telephones.

Requirements

High school diploma or GED.
Effective verbal, written, and interpersonal communication skills.
Ability to communicate with people from diverse backgrounds, education and economic levels, and roles.
Customer service orientation.
Ability to read, interpret, and use forms and visual instructions.
Proactive approach to anticipating and alerting others to problems with projects or processes.
Strong attention to detail and accuracy.
Initiative and ability to work with little supervision.
Ability to prioritize and organize tasks and time, and follow up.
Ability to perform responsibilities efficiently and in a timely manner.
Ability to negotiate with and influence others.
Proficiency in basic computer skills, including email, internet use, and data entry.
Basic mathematics proficiency.

Nice To Haves

1–2 years of experience in the transportation or logistics industry.

Responsibilities

Escalate shipments in real time when they fall outside the standard tracking process.
Discuss suspect shipments in real time with Customer Service and Dispatch.
Ensure shipments meet customers’ pickup and delivery requirements.
Manage shipment information in the Transportation System Management database.
Troubleshoot and resolve shipment problems.
Respond to emails and voicemails in a timely manner.
Work with the Operations Supply Chain Compliance Manager on continuous process improvements.
Process customer emails and web portal entries about shipments, and follow through to ensure shipments are entered into the system.
Manage and communicate crucial, time-sensitive information efficiently.
Escalate issues arising during transportation, including delays.
Handle customer interactions professionally and in a service-oriented manner.
Ensure internal activities follow Langham quality and process procedures.
Provide courteous, professional service to internal and external customers and present a positive image of Langham.
Process carrier emails and web portal entries about tendered shipments, and follow through to ensure systems are updated.
Follow security SOPs related to tracking.
Attend daily Sunset meetings with the Tracking Supervisor for updates and announcements.
Work onsite at headquarters for training and required in-person meetings.