Sr Transportation Specialist - Shipper Services

ACV • Buffalo, NY

9d

About The Position

ACV is a technology company that has revolutionized how dealers buy and sell cars online. We are transforming the automotive industry. ACV Auctions Inc. (ACV), has applied innovation and user-designed, data driven applications and solutions. We are building the most trusted and efficient digital marketplace with data solutions for sourcing, selling and managing used vehicles with transparency and comprehensive insights that were once unimaginable. We are disruptors of the industry and we want you to join us on our journey. Our network of brands include ACV Auctions, ACV Transportation, ClearCar, MAX Digital and ACV Capital within its Marketplace Products, as well as, True360 and Data Services.
At ACV we focus on the Health, Physical, Financial, Social and Emotional Wellness of our Teammates and, to support this, we offer:
Multiple medical plans including a high deductible, low cost health plan
Company-sponsored (paid) Short-Term Disability, Long-Term Disability, and Life Insurance
Comprehensive optional benefits such as Dental, Vision, Supplemental Life/AD&D, Legal/ID Protection, and Accident and Critical Illness Insurance
Generous paid time off options, including uncapped vacation days, the greater of 3 paid sick days or in accordance with the applicable state or local paid sick leave law, 6 paid company holidays, 2 floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other forms of paid leave as required by applicable law or regulation
Employee Stock Purchase Program with additional opportunities to earn stock in the Company
Retirement planning through the Company’s 401(k)

Requirements

• High School Diploma or GED, Bachelor's preferred
• Minimum 3-5 years' experience in customer service and transportation, supply chain, or logistics
• Ability to read, write, speak and understand English.
• Complex problem-solving ability
• Dedicated teamworking skills, including both internally and externally
• Proven customer service ability
• Communication and organizational skills
• Sense of urgency and self-motivation
• Experience with business technology, including Microsoft Office or G Suite, and Salesforce.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Triage customer and carrier inquiries; coordinate and manage transactions and communications to provide timely resolutions. Refer inquiries or tasks to appropriate Teammate(s).
• Process, prioritize, and coordinate transactions to support Transportation operations and Carrier Operations. Transactions may include processing claims, onboarding carriers, coordinating seller services, or issuing carrier payments; relegate or allocate transactions to appropriate Teammate(s).
• Manage relationships with carriers, customers, and internal departments and Teammates.
• Creatively resolve issues of highest complexity utilizing processes, procedures, and effective problem-solving skills. Provide subject matter guidance to junior Teammates.
• Ensure accurate and proper entry and maintenance of records in Salesforce, load boards, NetSuite, and other related systems or platforms. Review systems to ensure goals and objectives are being met.
• Partner interdepartmentally with leadership teams to set objectives and maintain status of carrier-related assignments. Connect with sellers, buyers, and carriers to provide continuous communication.
• Ensure transactions and records are accurate, up-to-date, and compliant. Validate team documentation by reviewing for accuracy, completion, and consistency.
• Identify opportunities for customer satisfaction improvement by promoting offerings, including ACH payments and the Preferred Carrier Program. Communicate the value of working with ACV and promote partnership and engagement with customers and carriers.
• Closely monitor KPIs and take action to align with department and company objectives. Collaborate with management and the Carrier Operations team to identify opportunities and develop processes, procedures, and solutions.
• Perform additional duties as assigned.

Benefits

• Competitive compensation packages
• Learning and development opportunities
• Multiple medical plans including a high deductible, low cost health plan
• Company-sponsored (paid) Short-Term Disability, Long-Term Disability, and Life Insurance
• Comprehensive optional benefits such as Dental, Vision, Supplemental Life/AD&D, Legal/ID Protection, and Accident and Critical Illness Insurance
• Generous paid time off options, including uncapped vacation days, the greater of 3 paid sick days or in accordance with the applicable state or local paid sick leave law, 6 paid company holidays, 2 floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other forms of paid leave as required by applicable law or regulation
• Employee Stock Purchase Program with additional opportunities to earn stock in the Company
• Retirement planning through the Company’s 401(k)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree