Transportation Operations CSR

The Transportation Operations CSR assists our customers with the control of their flow of supply chain raw materials, works-in-progress, and finished goods, while ensuring customers’ pickups and deliveries are completed as required.  The Transportation Operations CSR is ultimately responsible for   the outcome of assigned customer accounts , i.e. meeting customer expectations of pick up, delivery, escalation, problem resolution, presentation preparation and quarterly business reviews,

This high-profile position requires effective and proactive daily shipment status communication to customers, understanding customers’ challenges, working with Transportation Operations Dispatch to address demand shift and capacity constraints. Activities as well as work hours may fluctuate in response to demands and the needs of the Customer Service Department.

Key Outcomes Expected

Customer Service

• Ensure customer shipments align with pick-up and delivery expectations as per customer requirements.
• Maintain shipment data within the Transportation System Management database.
• Inform customers of any transportation issues, including delays.
• Respond promptly to customer inquiries and concerns; investigate and resolve complaints.
• Aid in preparing Quarterly Business Reviews and customer site visits.
• Collaborate with the Project Management team to onboard new clients and assist with special projects.
• Foster and enhance positive customer relationships to ensure contract renewal and potential for additional sales.
• Represent Langham positively to all internal and external customers.

Communication

• Handle incoming customer calls, faxes, emails, and web portal inquiries about shipments, ensuring they are logged into the system.
• The CSR may handle over 20 calls per day and process more than 80 shipment requests.
• Interact daily with LTL carriers, managing freight quotes, reconsignments, and updating customer contact details.
• Manage and relay critical time-sensitive information to freight management carriers and clients efficiently.
• Comprehend linear feet and discern when a Truckload rate is necessary instead of an LTL rate.
• Convey Langham's policies and values to ensure a shared understanding of expectations.
• Keep customer contact information current in the company database.
• Update customers on their shipment statuses, promoting seamless service.
• Investigate customer issues to identify opportunities, potential sales leads, or other issues to the sales team that could affect the sales relationship.

Critical Skills, Knowledge and Behaviors

• Demonstrated CSR experience in the logistics, supply chain and / or transportation industries.
• Demonstrates effective analytical, problem solving and decision-making skills (can gather and analyze data and information and draw conclusions).
• Demonstrates effective verbal, written and interpersonal skills. Can effectively communicate with a variety of individuals with diverse backgrounds.  Able to negotiate with and influence others.
• Proactive in anticipating and alerting others to problems with projects or processes. Able to resolve conflicts.
• Takes initiative and needs little supervision. Works well in a team environment and as part of a team.
• Able to prioritize, organize tasks and time, and follow up.  Performs responsibilities efficiently and timely. High level of detail orientation and accuracy.
• Experience with TMS systems and  basic computer skills, i.e. Microsoft Word, Excel, Power Point, Internet usage (e-mail) and data entry.

Education and Experience

• H.S. diploma, prefer some post-secondary education.
• Prefer 3-5 years’ experience in the transportation / logistics industry
• 3-5 years’ experience in a customer service or call center position

Physical Demands

Must be able to work proficiently with computers and other office equipment.  Will spend majority of time sitting working on computers and telephones. Work is performed in an office environment.