Coordinator, Customer Service II - TR

Transportation Coordinator II

Reporting to the Transportation Manager, the Transportation Coordinator II is responsible for managing commercial projects, such as O&I Moves, Storage In/Out, Installation and Tech Jobs, while interacting with customers, end users, operations, and other vendors. This position is responsible for entering, tracking, and updating work orders using both the Web Portal and the Order Entry System. This position also confirms and converts work orders per policy and serves as gatekeeper for blue file projects.

Primary job function requires exceptional customer focus while accountable for ensuring that products and services are delivered on schedule in accordance with the shipment agreement. He/she is responsible for providing written, and verbal communication to customers/end users regarding estimated and actual costs.

Typically reports to the Transportation Manager but may be given direction from Sales and Project management via proposal assistance and compiling and forwarding information on all projects to the proper department and personnel. Generates reports as required.

This position is an associate level position. This position may participate in weekly team training. This position is also responsible for reporting and escalating any issues to their manager.

Essential Duties and Responsibilities:

Main Duties:

• Receives work requests from customers and salespeople via phone, fax, email, and the Web Portal, verifies accuracy and completeness – obtains missing information if necessary.
• Takes ownership of customer relationship – ensures customer satisfaction with all transportation services to achieve a 100% quality rating.
• Communicates changes to customers, sales, and operations as they happen. Documents changes and makes appropriate changes in Web Portal or Order Entry System.
• Utilizes "no-access" list to ensure delinquent customers are current before jobs are converted according to accounting policy.
• Enters orders in the Order Entry System, confirms and converts jobs according to policy.
• Makes check calls to all customers for next day's work based on final day page.
• Produces Blue Files for Operations Manager including all documents such as signed agreements, cube sheets, copies of estimates, change orders, drawings, etc.
• Produces paperwork for crews to perform daily functions on site including bills of lading, maps, timesheets, etc.
• Creates move files and keeps accurate hard copy records of projects.
• Completes all paperwork accurately and neatly and turns into operations daily, including timesheets, bills of lading, tick sheets, inventories, and disposal forms.
• Reviews all returned paperwork from the field daily for accuracy and completeness including all bills of lading, timesheets, VIR's, safety huddles, change orders and communicates errors to management.
• Exports all crew hours in Order Entry timely and accurately daily.
• Makes copies of all paperwork and pouches to accounting in San Diego daily by 4:00PM.
• Communicates possible claims to claims manager daily.
• Coordinates all storage in/out with Warehouse Coordinator daily.
• Become proficient on the company's chosen Contact Management Software (CMS) and Order Entry System.

Customer Relations:

· Must follow all confidentiality rules regarding customer information.

· Assist with client inquiries and answers client questions with regards to payment history/balance, account updates and customer service issues.

· Uses a high level of professionalism in verbal and e-mail communication, always seeking to be helpful, to focus on problem solving and arriving at a win-win interaction.

· Maintain excellent customer service with the customers to establish solid relationships.

· If needed, Handle customer complaints in a timely manner and escalate any pertinent matters to their manager.

· Promote Corovan's Mission and Vision Statements.

· Must be courteous, helpful, and professional to all existing and potential customers, by interacting with customers in person and via telephone, fax, and email to ensure complete customer satisfaction in all matters related to the operation.

· Maintain excellent customer service with the customers, vendors, sales,…