Sr Transportation Specialist, Shipper Services

ACV Auctions•Buffalo, NY

42d•$25

About The Position

The Sr Transportation Specialist - Shipper Services is responsible for facilitating operations by coordinating carrier operations tasks. This role utilizes processes and procedures established by the Transportation department to support carriers by triaging, managing, and coordinating customer and carrier inquiries and processing transactions. The Sr Transportation Specialist - Shipper Services partners with carriers, customers, and internal departments and Teammates to navigate complex carrier-related assignments. This role performs duties with minimal supervision.

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.