Job Description

PURPOSE
The Operations Agent is responsible for providing superior customer service through all communications channels to ensure the conversion of shipments to tenders. Agents must respond to calls and emails in a professional manner, addressing any customer questions or issues.
ESSENTIAL DUTIES & RESPONSIBILITIES
• Enter shipments in the TMS platform
• Contact pickup and delivery locations to set appointment times, following shipment constraints
• Verify accuracy of shipment information with customers
• Assist customers with service requests, inquiries, or concerns
• Proactively answer a significant number of emails daily
• Partner with carrier sourcing representatives to ensure we provide current, competitive rates
• Handle a high volume of calls daily
• Be available for the on-call covering nights, weekends, and holidays as needed
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
• Exceptional attention to detail
• Ability to remain focused and driven during high volume email and call days
• Arrive to work on time daily, prepared to begin your job
• Willingness to learn, improve, and receive coaching/constructive feedback
• Must be willing to work through unexpected problems to find a reasonable solution
• Detail-oriented and problem-solving skills
• Ability to work professionally and effectively with a diverse group of individuals
• Advance technology skills with a strong focus on data entry, Microsoft Office products, and email correspondence
• Ability to quickly learn and navigate through multiple systems proficiently
• Ability to self-manage and proactively assume tasks, and communications
QUALIFICATIONS:
• High school diploma, or equivalent
• 1 year of customer service experience
• 2 years of freight logistics experience
PHYSICAL DEMANDS & WORK ENVIRONMENT
Work Environment: The work schedule of this position will be determined based on the organizational needs, it will be subject to change based on business demands and may require work outside of standard business hours. The job is performed in a general office environment with the option to work remotely as needed.