FAP Specialist II

AFS Logistics•Shreveport, LA

About The Position

The Carrier Support position must provide personalized service and excellence to each of our carrier contacts. This position is the primary contact for any carrier questions or concerns pertaining to invoice processing or website functionality.

Requirements

Must have strong organizational and “follow-up” skills
Demonstrated ability to work as a team
Ability to provide sound problem solving
Exceptional communication, both written and verbal skills required
Ability to pay excellent attention to detail
Ability to work independently and with minimal supervision
Strong computer skills with MS Office Software: Outlook, Word, and Excel
Proficient in the use of typical office equipment including but not limited to fax machines, copiers, printers, office publishing equipment, etc.
High School Diploma or GED required
Minimum of two years’ experience in a customer service or related environment

Nice To Haves

Knowledge of the transportation industry preferred

Responsibilities

Provide initial technical support to the carrier for carrier website concerns (troubleshooting, error messages, training for new contacts, etc.)
Act as primary contact for carrier contacts through a dedicated mailbox for incoming carrier emails and dedicated line for incoming carrier calls
Acts as a liaison between the carrier and internal departments with any request received.
Research and/or direct carrier inquires or concerns within the company (as needed) in order to obtain resolution
Communicate and work directly with other departments via email, helpdesk ticket, phone and face-to-face to communicate carrier needs and ensure that the best approach/action is taken.
Initiate and manage helpdesk tickets
Work as a team to maximize operational effectiveness and provide excellent customer service to our carriers.
Assist carriers who have requested access to payment detail in our system.
Communicate with carriers and Account Manager to resolve billing issues
Recognize areas of opportunity and provide continuous improvement suggestions for both client specific and internal processes.
Maintain a near expert knowledge of the needs of the client as well as how those needs are met within the architecture and daily routines within the AFS system/company
Assist with miscellaneous office duties including scanning, faxing and emailing documents to carriers and internal teams.
Performs other tasks as assigned by supervisor