• Monitor and manage all aspects of guaranteed shipments to ensure service and invoicing accuracy. Documents all actions as required in notes and shipment records. Immediately escalates issues as appropriate.
• Determines (by retrieval or calculation) and communicates transportation solution rates and service times in a quick and accurate manner.
• Supports external and internal customers with a sense of urgency and in a professional manner. Responds to phone calls and emails in a timely manner. Resolves problems and creates Win-Win situations for the customer and Estes.
• Identify and resolve service issues and provide direction to field terminal management and staff to achieve guaranteed service deadlines.
• Prepares and processes reports and high volumes of data relating to guaranteed shipments accurately and timely. Performs detailed audits of data and documents to detect defects relating to data accuracy. Documents and corrects the defects and communicates root cause as required.
• Performs root cause analysis and documents time critical guaranteed shipment failures. Enters failure data into management reporting data base.
• Maintain a friendly, positive and supportive attitude when working with external and internal customers, peers and management. Be a team player by being flexible, supportive and assisting others when needed
• Serves as a liaison between the Customers, Solution Center, Time Critical Center, Estes Terminal Personnel, Account Manager and Central Dispatch
• Follows all work place rules. Logs in and out of phones and timekeeping systems as required. Adheres to work schedule assigned.
• Regular attendance is required.
• This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.

Qualifications

• High School Diploma GED or any combination of education and experience which would provide an equivalent background
• Ability to quickly learn computer applications related to shipment management related data bases.
• Prefer previous experience with customer service or sales in a call center environment Preferred
• Ability to work independently or in a team setting, in a fast paced environment
• Good computer skills, including Microsoft Word & Excel
• Must be able to multi task Required
• Must be flexible with work schedule to support business needs Required
• Must have a good math and geography aptitude Required
• Must possess strong verbal, listening & precise written communication skills Required
• Must be able to communicate in a positive, enthusiastic manner even under adverse conditions. Required
• Must work with a sense of urgency and possess exceptional organizational skills Required
• Must be dependable and able to meet deadlines Required
• Must be self-directed & detail oriented in a fast-paced environment Required
• Must be able to comply with all company policies, rules, procedures and Code of Conduct
• Must be able to interact well with others
• Must be able to work independently, or in a team setting
• Must be capable of working under tight time constraints in a high volume environment with multiple priorities
• Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
• Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
• Must be authorized to work in the United States