Truckload CSR (Oncall

Job Summary

Responsible for taking detailed truckload order from customers, verifying customer expectations, and accurately entering TL orders in Truck Mate. The position will require tracking of TL shipments and some brokering of loads. The TL On-Call is also responsible for working nights and weekends in an on-call capacity to monitor the status of all active TL and final mile shipments and monitor all after hours phone calls and other customer and carrier needs.

• Follows multiple account specific SOP’s for properly communicating after business hours activities including clear directive on next steps when handing off to team members.
• Demonstrates problem resolution and good decision making with little or no supervision.
• Finds solutions to customer issues, including missed pick-ups, late deliveries, and additional charges.
• Traces truckload shipments daily and proactively identifies shipments in jeopardy of meeting pickup and delivery parameters and escalates accordingly.
• Responds to customer inquiries and requests via phone, email, or other communication channels.
• Provides quotes, schedules pick-ups and deliveries, and updates customers on the status of their shipments.
• Addresses and resolves customer complaints or issues in a timely and professional manner.
• Processes and enters orders into the system accurately.
• Coordinates with dispatchers and drivers to ensure timely pick-up and delivery of loads.
• Monitors the progress of shipments and updates the status in the system.
• Liaises between customers, drivers, and internal departments to facilitate smooth operations.
• Communicates any changes or delays to the appropriate parties.
• Ensures that all parties are informed about special handling requirements or instructions.
• Prepares and maintains accurate records of transactions, including bills of lading, shipping documents, and customer interactions.
• Ensures compliance with company policies, industry regulations, and safety standards.
• Verifies that all necessary documentation is complete and accurate.
• Identifies and resolves issues that arise during the transportation process, such as delays, routing problems, or shipment discrepancies.
• Implements solutions to prevent recurrence of similar issues.

• Backs up and performs as a broker for covering freight for distressed clients as needed.
• Assists in training new team members or providing refresher training on processes and systems.
• Stays updated on industry trends, company policies, and new technologies to improve job performance.
• Serves as a representative of the Company, displaying courtesy, tact, consideration, and discretion in all interactions with other members of the Koch community, customers and with the public.
• Cross trains as required.
• Performs additional duties and projects as assigned.

• Direct office hours and on-call nights and weekends.
• Secure, climate-controlled office environment.
• Overtime required as needed, especially during peak season.

None.

• Required
  
  Education and Experience:
  • High school diploma or equivalent.
  • 1 year experience in 3PL environment or asset-based carrier.
• Preferred
  
  Education and Experience:
  • 3 years experience in 3PL environment or asset-based carrier.
• Essential Knowledge, Skills, and Abilities:
  • Strong communication skills to effectively exchange information via phone, computer, and in-.
  • Ability to work independently.
  • Intermediate computer and business proficiency with Microsoft Office Suite including Excel, Word, Outlook, and PowerPoint.
  • Excellent organizational skills and attention to detail.
  • Handles difficult and stressful situations with professional composure.
  • Strong problem solving skills.
• Physical Requirements:
  • 90% of day spent sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds occasionally.
  • Constantly operates office equipment, including but not limited to phone, computer, and printer.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Koch Companies and its affiliates are Equal Opportunity Employers committed to fostering a diverse, inclusive, and respectful workplace.