Onsite Customer and Carrier Support Representative

Covenant Logistics • Jacksonville, Florida, United States • $17 - $25 / hour • 5d ago

As an Onsite Customer and Carrier Support Representative, you will work closely with our extensive network of carriers, as well as on-site personnel to improve efficiency, manage transportation and trailer pools. The top priority is responding quickly with action, monitoring loads to communicate proactively on potential issues and working to build a strong relationship with the customer to successfully execute the business at hand.

Responsibilities:

Ensure that all operational steps are followed to maintain the efficiency and quality of service.
Regularly communicate relevant load status updates to primary customer contacts, warehouse teams, and internal stakeholders, keeping all parties informed on the progress of shipments.
Provide timely updates on potential delays or issues to ensure proactive resolution.
Cultivate strong relationships with customers through comprehensive account partnership, ensuring open lines of communication and increasing visibility into operational processes.
Work to enhance customer satisfaction by being responsive to inquiries and providing consistent, proactive updates on load and service performance.
Identify and escalate all outstanding current-day freight issues to the in-office team, ensuring swift resolution to prevent disruptions in the delivery schedule.
Take prompt action to ensure that issues are handled efficiently and professionally.
Generate and execute a daily trailer report to ensure that all equipment on-site is accounted for and roadworthy, addressing any issues that could impact load assignments.
Confirm that trailers are in good working condition and available for use, reducing the risk of delays.
Execute a daily service report to ensure that all loads are properly notated in the Transportation Management System (TMS).
Track and update service statuses, ensuring accurate documentation for each load and operational transparency.
Act as the primary point of contact for all on-site questions, addressing and handling any issues related to the transportation process, trailers, or customer needs.
Resolve on-site operational problems, ensuring smooth execution of daily operations and customer satisfaction.
Communicate internally regarding load changes, reassignment, or delays, ensuring all relevant stakeholders are updated and informed.
Oversee and verify that trailers are being docked, ensuring the correct trailers are in place for outbound trips.
Create and maintain detailed reports on trailer availability, status, and condition, ensuring accuracy for operational planning and customer communication.
Compile service reports, tracking performance, maintenance activities, and trailer status updates, and report findings to relevant teams.
Request and collect relevant location information from carriers or onsite personnel, ensuring accurate data is gathered for load and trailer management.
Confirm load details with customers and carriers to ensure accuracy and readiness before dispatch, reducing errors and delays.
Update customers regularly on load statuses, changes, and potential delays, ensuring clear and timely communication.
Provide ongoing updates to customers regarding the progress of their loads, including real-time tracking and any issues that may arise.
Proactively offer tracking updates to customers to keep them informed of their shipment's progress and communicate any changes in expected delivery times.
Update internal tracking systems and inform relevant teams about load status, trailer availability, or any delays that may affect the schedule.
Handle escalated customer issues by developing and executing an action plan to resolve concerns quickly, ensuring customer satisfaction and minimal disruption to operations.

Requirements:

Ability to work within Microsoft Office suite of products with confidence.
Demonstrates a strong drive to achieve goals and exceed performance expectations in a fast-paced environment.
Self-motivated with a results-oriented mindset, striving for continuous improvement and success.
Able to manage multiple tasks simultaneously without sacrificing attention to detail or quality.
Exhibits excellent time management skills, balancing competing priorities to ensure deadlines and targets are consistently met.
Thrives in high-pressure situations, staying composed and focused to navigate dynamic challenges effectively.
Able to comprehend and execute verbal and written instructions with clarity and confidence.
Capable of translating customer and carrier needs into actionable steps, ensuring successful completion of tasks with minimal supervision.
Proficient in using various communication channels (phone, email, text, Teams) to convey information efficiently and accurately.
A true team player, working seamlessly with colleagues and external partners to achieve common objectives.
Ability to take initiative and work independently when required, ensuring that tasks are completed on time and to the highest standards.
Build strong relationships and work collaboratively with stakeholders to achieve mutual goals.
Bachelor’s degree in business administration, supply chain or similar field required. 1 year of relevant experience may be substituted for each year of education required.
Logistics industry experience preferred.

Competitive Compensation

Covenant’s compensation philosophy’s intent is to use a competitive total compensation strategy to determine the current market value of a position while also considering individual factors such as performance in current position, time in seat of current position, experience, level of responsibility/accountability, and longevity with the company. The system will be objective and non-discriminatory.

Pay Range: $17.28-$25.52

Pay Grade: 4

401(k) match, Serious Health Condition Pay

Full Health Benefits Package

Medical, Dental, Vision, Telemedicine, Short & Long Term Disability, Health Savings Account, Life Insurance

Paid Time Off

Cultural Perks

Casual Dress, Tuition Reimbursement, Employee Discount Program, Dependent Care Flexible Spending Account, Adoption Assistance and Employee Assistance Program

Covenant Logistics is an Equal Opportunity Employer

M/F/Disability/Veteran

VEVRAA Federal Contractor