What You’ll Do:

Assist Customer Experience Rep in managing their day-to-day activities and operations. Maintain and further develop quality relationships with existing customers and warehouses. Schedule or reschedule pickup and delivery appointments. Provide necessary information to internal departments in order to meet service parameters required by the customer. Provide Customers with status updates and excellent customer service.

 

Position Functions:

Build loads/set appointments in appropriate program (AS400, XPM, TMW, TMS). Enter all necessary information to ensure data integrity. Trace and trace for on time pickups and deliveries and update TMW or XPM times/SD comments. Provide discretion in resetting appointments. Set pick-up and delivery appointments with warehouses. Communicate with internal and external groups, especially on high priority loads and customers. Proactively provide tracking updates to customers and warehouses. Prioritize tracking and appointment setting based on time constraints and customer priority. Conduct customer interactions via email and phone contact. Provide directions for each new customer as they are entered in the system. Build and maintain customer relationships and improve customer retention. Acquire and retain knowledge of each customer’s needs. Assist customer with any special needs (trailer type, bracing, pads, etc.). Effectively monitor all loads assigned. Provide logistics and asset side with all information needed to properly execute logistic plans as determined by the customer to ensure proper customer service is provided. Maintain and further develop customer and warehouse relationships through daily communication. Document all special service requirements of customers and warehouses. Manage all unplanned accessorial charge issues related to the customer and related warehouses. Represent our customer when working with contracted carriers. Act as a representative of all contracted carriers. Identify and communicate ways USX can continuously improve in its operations. Assist in the development of new employees. Execute CXR responsibilities when they are out of the office or unavailable.