Customer Service/Operations Representative

Title: Customer Service/Operations Representative Reports to: Operations Manager Based at: TLD Knoxville POSITION DESCRIPTION Schedule and dispatch freight and commercial vehicles for conveyance of materials or freight based on customers’ needs and expectations. Maintain communication throughout the entire delivery process from assignment of load, dispatch of driver/truck, until receipt of materials or freight by customer. Responsible for working with TLD external customers to answer questions and schedule transport of material or freight. Position involves heavy phone contact between customers, commercial drivers and the Operations Department to schedule and confirm availability of commercial drivers and equipment to cover the load per the customer’s requirements. Responsible for communication via telephone, computer, Orbcomm, or in person regarding load assignments or special handling during the entire freight transfer process. ESSENTIAL FUNCTIONS Support, specialize, or focus on one or more customers or locations for transport needs Communicate with Customer Service to accept loads for transport Enter trip details in computer program for processing by Operations Supervisor Diagnosing assessing and resolving problems or issues in a timely manner to maintain a quality level of service Maintain contact with customer and Operations Supervisor to insure customer pickups and deliveries; track throughout process Communicating with customers when necessary to advise shipments delay and/or information necessary to process orders Processing changes or cancellations to delivery orders ·Support, specialize, or focus on one or more customers or locations for transport needs Communicate with Customer Service to accept loads for transport Verify the accuracy of dispatch instructions Manage drivers dispatch and attendance Schedule customer pickups and deliveries; track throughout process Coordinate dispatch needs with multiple terminals Monitor trailer pools; anticipate needs and arrange maintenance as needed Coordinate vehicle repairs with Maintenance Department to minimize the down-time and ensure availability of sufficient equipment to answer customers’ needs Update and maintain customer statistics and reports. Enters data into computer system using defined computer programs Enter trip details for processing driver payroll Review routes for driver deliveries and pick-ups Recommends actions to increase the productivity or profitability of the dispatch process. Investigates questionable data. Manage and Coach Drivers for Hours-of-Service utilization, Safety Performance, and Miles per Gallon improvements. Any other responsibilities that may be assigned. EDUCATION AND EXPERIENCE REQUIREMENTS Associate’s Degree or above 2 years of experience in logistics or transportation Competency in Microsoft Office applications Excellent geographical knowledge Good Organizational, verbal and written skills a must. Ability to focus and multi-task; detail oriented. Working conditions Working conditions are normal for an office environment. Employee will be subject to high levels of noise and smell associated with a warehouse/shop environment, as well required to climb stairs. Working conditions cover a range of circumstances from weekdays, evening, and weekends. May require overnight travel. Working with challenging clients. Physical requirements In compliance with the Americans with Disabilities Act, the following have been identified as physical requirements of the job: Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to use hands and fingers to handle, reach or feel and manipulate objects or controls. The employee is frequently required to sit or stand for long periods of time, walk distances and climb stairs, as well as stoop, bend, kneel and crouch. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Job Type: Full-time Pay: Up to $50,000.00 per year Work Location: In person