XRA Traige Lead

U.S. Xpress Enterprises, Inc.•Chattanooga, TN

21h•Onsite

About The Position

Relentlessly Delivering Big Ideas. U.S. Xpress is one of the nation’s largest asset-based trucking companies. But the most valuable asset we offer isn’t tractors, trailers, or even our exclusive, cutting-edge technology. It’s the collective brainpower of thousands of visionaries and problem-solvers. Together, we are revolutionizing the transportation industry by providing innovative, custom solutions. And, here, we believe in the sanctity of a promise—both to our customers, and our people. When we focus our varied talents on reshaping the future of transportation, that’s what we call the POWER OF U.S.

Requirements

Associate’s degree in related field or equivalent experience required. Equivalent years of experience are defined as one year of professional experience for each year of college requested.
Minimum of 5 years of experience in a call center or customer service center environment required.
Minimum of 5 years mechanical troubleshooting required.
Minimum of 5 years in the Transportation industry required.
Ability to think critically and make sound decisions with imperfect/incomplete information required
Attention-to-detail and ability to clearly, concisely document actions required
Excellent communication and customer service skills required
Proficiency with Microsoft Office suite required
Strong problem-resolution and decision-making skills
Advanced understanding of shop environment/call center and processes
Must be consistently capable of independently analyzing and safely resolving mechanical problems
Demonstrates the USX competencies for First Line Supervisors
Ability to interact with personnel in all departments at all levels

Nice To Haves

Minimum of 5 years basic automotive or heavy-duty truck & trailer experience preferred.
Minimum of 5 years in XRA preferred.
Previous experience with Cetaris and AS400 preferred.
Basic knowledge of U.S. Geography desired
Bi-Lingual a plus

Responsibilities

Responsible for resolving maintenance-related requirements received from drivers, vendors and USX entities, and communicating actions and outcomes to appropriate partners.
Serves as Senior Agent on weekends and holidays, supervising Triage Agents and assisting them with day-to-day decision making.
Actions taken will ensure the safety of drivers, equipment, and related freight and comply with relevant local, state, and federal regulations.
Review and address email messages and other communication channels and take appropriate actions.
Receive and address incoming calls via pre-defined call queues.
Access OEM websites to review action codes from units and take appropriate steps to resolution.
Maintain constant and concise communication with appropriate groups, including vendors and internal departments, regarding status of repair decisions and related issues.
Ensure all DOT/FMCSA Regulations, Local, State, and U.S. Xpress procedures and standards are followed.
Make proper notation of any occurrences handled using Cetaris Maintenance Software, AS400, and XPM.
Obtain estimates and scrutinize repair costs; authorize repairs and work performed.
Follow up for repair completion and payment.
Ensure all Warranty parts are shipped and tagged to appropriate terminal.
Code all RCC and WO events appropriately.
Will authorize higher monetary level of work orders.
Mentors Triage agents through coaching and example.
Attend leadership meetings to discuss current issues and feedback from the agents.
Constant communication with Road Maintenance leadership to provide feedback and attempt issue resolution.
Responsible for special projects until assignments are completed such as transloads.
Mentor and audit XRA processes.
Perform other duties as assigned.