Operations Customer Satisfaction Specialist (JXY)

Momentum Transportation•Jacksonville, FL

13d

About The Position

The Operations Customer Satisfaction Specialist establishes and maintains profitable relationships with internal and external customers, carriers, and drivers. The role takes personal responsibility for customer contacts, ensures customer requirements are met, and executes day-to-day transportation activities. The specialist focuses on customers’ current needs and adapts as those requirements change. This position reports directly to the department Operations Manager. The role coordinates truck scheduling and dispatch, tracks shipments from pickup through delivery, negotiates transportation rates and service, maintains carrier relationships, coordinates appointments across the United States, Mexico, and Canada, and updates transportation management and operational systems. It also handles customer inquiries and shipment troubleshooting, resolves logistical issues, processes EDI as required, and applies accessorial charges when necessary. The specialist is expected to meet company standards for customer satisfaction, accuracy, and timeliness, and to work extended hours during end-of-month, end-of-quarter, and end-of-year cycles as needed to meet customer needs.

Requirements

High school diploma or GED required.
1–3 years of experience in a logistics, supply chain, freight forwarding, or courier company.
Strong customer service skills; logistics-related phone experience, pricing, quotes, conflict resolution, and problem-solving experience preferred.
Knowledge of North American geography.
Knowledge of DOT regulations.
Proficiency with computers and Microsoft Office applications.
Excellent data-entry and keyboard skills.
Strong interpersonal skills for interacting with internal and external customers.
Excellent problem-solving skills, including the ability to seek alternative solutions.
Ability to multitask in a high-pressure environment.
Self-directed, able to show initiative and work independently.
Organizational and time-management skills.
Ability to work as a team player and under pressure.
Strong attention to detail and excellent follow-up.
Excellent written and oral communication skills.
Strong knowledge of customer service principles and practices.
Fluency in English.

Nice To Haves

AS400 experience.
A BA/BS degree in Logistics or a related field, or an equivalent combination of education and work experience.

Responsibilities

Schedule and dispatch trucks accurately and on time to meet customer demands and maintain product flow.
Monitor shipments from pickup through delivery and provide accurate, current shipment information through track and trace.
Negotiate rates and service with transportation providers; confirm pickup requirements and arrange bookings with carriers or drivers.
Maintain carrier relationships, capacity, and service standards.
Communicate effectively with customers, carriers, and team members.
Update and maintain transportation management and operational systems.
Prioritize tasks and workload toward issues that directly affect quality and service performance.
Answer calls and customer inquiries, provide shipment troubleshooting information, and resolve logistical issues.
Follow up verbal financial agreements with rate contracts sent to carriers or drivers.
Apply accessorial charges as necessary.
Process EDI as required for key accounts or OEMs.
Coordinate appointments with carriers, shippers, and consignees in the United States, Mexico, and Canada.
Proactively identify problems, resolve complex issues, and implement appropriate solutions.
Maintain proactive and regular customer contact to increase customer satisfaction and business share.
Use industry and company computer systems, procedures, reference materials, documentation, and industry knowledge to process client shipments.
Work extended hours during end-of-month, end-of-quarter, and end-of-year cycles as needed to meet customer needs.
Demonstrate professional and respectful behavior and maintain regular, timely, and consistent attendance.