Functional Context:
ECU trucking is a company that every day seeks to strengthen relationships with customers through customer service, we have a big challenge and is to improve day by day to provide a service tailored to customer needs always having as premise our role as third party, every day we seek to expand our customer portfolio and have a balance between ECUWW and domestic customers.
Position Summary
The customer service specialists´s main responsibility is to monitor and track the movement of shipments from origin to destination, ensuring visibility and timely delivery of the LTL shipments. You will be responsible for utilizing tracking systems and tools, such as check calls to the carriers, to provide accurate and up-to-date information to customers regarding the status and location of shipments.
The customer service specialist will need to maintain contact with the carrier and client until the load is complete and obtain proof of delivery. Your role will involve proactively identifying and resolving any issues or delays in the transportation process, including misdeliveries, shortages, rate discrepancies, reroutes, etc.
Top tasks & responsibilities:
1. Shipment Tracking: Utilize tracking systems and tools to monitor the movement of shipments throughout the transportation process.
2. Regularly update and maintain accurate records of shipment status, location, and estimated arrival times, keeping satisfactory communication with our customer.
3. Customer Service: Deliver exceptional customer service by promptly responding to customer inquiries, providing updates, and addressing any concerns related to shipment tracking. Ensure effective communication and collaboration with customers, maintaining a high level of professionalism and customer satisfaction.
4. Provide timely and accurate information on the progress and location of shipments, addressing any concerns or issues promptly and professionally, including the resolution of the high complexity cases (Carrier having issues for delivery, rate discrepancies, lost shipments, claims, etc.).
5. Ensure that at the end of the day all loads are updated or escalated.
6. Ad-hoc assignments.