Transportation Roadside Service Coordinator

Action Resources • Hanceville, AL

2d

About The Position

The Transportation Roadside Service Coordinator handles incoming breakdown and repair calls, arranges repairs, and notifies terminals, customer service, operations, and customers as needed. The role requires making situational decisions that prioritize driver safety and achieve an economical, prompt repair resolution to support effective utilization of equipment and personnel. The coordinator also assists with other inbound calls and provides after-hours, weekend, and holiday support for driver and other needs.

Requirements

• High school diploma or equivalent.
• Proficient computer skills, including Microsoft Office applications such as Excel and Outlook.
• Good oral and written communication skills.
• Ability to demonstrate empathy for drivers, operations, company employees, and customers, and to communicate their needs effectively to internal and external parties.
• Professional attitude and demeanor in all communications, with people at every level inside and outside the company.
• Self-starter who seeks to develop knowledge and skills and is goal-oriented.

Nice To Haves

• Experience in the transportation industry, including operations, breakdowns, or maintenance.
• Experience with McLeod and/or Dossier.
• Ability to adapt to a vigorous work environment with rapidly shifting priorities and demands, with little or no guidance.
• Ability to receive information and relay it accurately by phone, email, and Teams.
• High accuracy, attention to detail, and follow-up when handling information.
• Ability to manage time and assets effectively to complete daily, weekly, and monthly tasks.
• Ability to work independently and as part of a team, interacting across company levels and with vendors, external customers, and other callers.
• Ability to meet or exceed customer requirements and expectations and provide superior service.

Responsibilities

• Respond to high-priority inbound equipment breakdown calls from drivers, customers, vendors, and terminals.
• Assist with other inbound calls or route callers to the appropriate department or terminal.
• Select and arrange vendors for breakdown repairs, negotiating prices while considering cost management and repair timing.
• Notify the team, operations, customer service, and external customers promptly when breakdowns affect pickups or deliveries, and follow up as repairs progress and are completed.
• Check warranty coverage for repairs on a case-by-case basis to reduce out-of-pocket expenses.
• Create vendor repair orders for the correct unit, complete required information, use the correct VMRS codes, attach supporting estimates, invoices, pictures, or authorizations, and update maintenance tabs and dates when applicable.
• Coordinate with internal Action shops to schedule drivers for repairs, preventive maintenance, and other required maintenance.
• Provide after-hours, weekend, and holiday driver support for repairs, ELD issues, load information, fuel card issues, hotel and rental car arrangements, permits, and registrations.
• Provide after-hours, weekend, and holiday support for other inbound calls, which may include calls from customers and new hires.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED