Transportation Specialist - Carrier Operations

ACV•Buffalo, NY

18d•$21

About The Position

Who we are looking for: The Transportation Specialist - Carrier Operations is responsible for supporting the Transportation department by facilitating carrier operations. This role utilizes processes and procedures established by the Transportation department to support carriers by triaging and handling customer and carrier inquiries and processing transactions. The Transportation Specialist - Carrier Operations partners with carriers, customers, and internal departments and Teammates to navigate carrier-related assignments. This role performs duties with limited supervision. What you will do: Actively and consistently support all efforts to simplify and enhance the customer experience. Triage customer and carrier inquiries; manage transactions and communications to provide timely resolutions. Refer inquiries or tasks to appropriate Teammate(s). Process transactions to support Transportation operations and Carrier Operations. Transactions may include processing claims, onboarding carriers, coordinating seller services, or issuing carrier payments; relegate transactions to appropriate Teammate(s). Maintain and manage relationships with carriers, customers, and internal departments and Teammates. Resolve complex issues utilizing processes, procedures, and effective problem solving skills. Ensure accurate and proper entry and maintenance of records in Salesforce, load boards, NetSuite, and other related systems or platforms. Work interdepartmentally to 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 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. Collaborate with management and the Carrier Operations team to identify opportunities and assist in development of effective policies and procedures. Perform additional duties as assigned.

Requirements

Ability to read, write, speak, and understand English.
High School Diploma or GED
Minimum 1-2 years' experience in customer service or transportation industry.
Intermediate problem-solving ability
Teamworking skills, including both internally and externally
Proven customer service ability
Communication and organizational skills
Sense of urgency and self-motivation
Familiarity 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; manage transactions and communications to provide timely resolutions.
Refer inquiries or tasks to appropriate Teammate(s).
Process transactions to support Transportation operations and Carrier Operations.
Transactions may include processing claims, onboarding carriers, coordinating seller services, or issuing carrier payments; relegate transactions to appropriate Teammate(s).
Maintain and manage relationships with carriers, customers, and internal departments and Teammates.
Resolve complex issues utilizing processes, procedures, and effective problem solving skills.
Ensure accurate and proper entry and maintenance of records in Salesforce, load boards, NetSuite, and other related systems or platforms.
Work interdepartmentally to 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 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.
Collaborate with management and the Carrier Operations team to identify opportunities and assist in development of effective policies and procedures.
Perform additional duties as assigned.