Customer Service Representative (Mars PetCare)
Transplace
Monterrey, NL, MEX
hace 4 días

Description

Customer Service Specialist

The Customer Service Specialist is a key contributor to our Transportation Management division. In this role, you'll have the rewarding opportunity to support Fortune 500 clients' transportation and logistics needs.

PRIMARY JOB ACCOUNTABILITIES

  • Freight Covered Every Day (Exceed customer on-time pick-up and delivery expectations; proactive analysis to prevent service failures)
  • Customer Relationship (Consistent and professional communications; effective, prompt and courteous communications with respect to difficult situations, relaying service failures, etc.)
  • Carrier Relationship (Productive carrier relationship development, AP Discrepancy resolution, cover loads, handling and management of difficult situations, etc.)
  • Financial Procedures and Operating Metrics (Detention management, research / resolving invoice discrepancies, benchmark rate achievement, automation objectives, expedite decisions and cost, etc.)
  • ESSENTIAL FUNCTIONS AND TASKS

  • Ensure automated routing guide assignment / tender is accepted in Standard Routing Guide (SRG).
  • Appointment Scheduling / Schedule appointments with shipper and / or receiver, update the TMS as needed and communicate with Logistics Coordinator
  • Monitor shipments and revise when necessary based on changing shipper, customer, and carrier needs.
  • Review and correct EDI 214 errors
  • Contact carrier to obtain status of load-tendered; continue monitoring the shipment for on-time pick-up, transit, delivered, empty
  • Update load status in system, e.g. loaded, pick-up, delivery, empty, etc
  • Proactively notify Shipper and / or Receiver of Load Status and reschedule pick-up / delivery appointments when necessary

  • Correspond with customer and carrier regarding detention and other accessorial information
  • Utilize TMS to actively manage on-time performance and automation objectives
  • Identify and update status on which Carrier missed pick-up or delivery; provide sufficient comments for communication to customer
  • Additional Responsibilities Regarding Customer and Carrier Relationships
  • Request EDI set-up on newly contracted carriers and set-up Carrier Portal / FAM log-ins.
  • Lead training sessions for Carrier Contacts as necessary on Carrier Portal.
  • Set-up new customer and vendor users on the TMS, leveraging knowledge of customer business practices and workflow
  • Use of JIRA to request carrier / customer new users and password resets via JIRA; provide specific and detailed comments to ensure Help Desk receives clear actionable requests within JIRA
  • Set-up new Receivers, vendors and supplier’s locations
  • KNOWLEDGE AND EXPERTISE

  • The "I am Transplace" Way (Protocols for answering the phone, e-mail, IM, etc. etiquette and professional standards)
  • Transplace Expertise (Understand and know the Mission, Values and Goals, organizational structure, company history, how we function internally, administration, best practices, processes, behavior, the complete Transplace order-to-cash, etc.)

  • Geographical Expertise (Geographical understanding of the continental US, Mexico and Canada. Understanding of mileage as it relates to the passage of time, including DOT & Speed governance, including Transit time difference based on mode) Working Knowledge and Utilization of the Transplace TMS
  • Knowledge of Microsoft Tools (Ability to leverage Excel and other MS programs, including Word, Outlook, Lync, etc.)
  • Knowledge of the Customer's Business (Knowledge and understanding of the customer product, ability to flowchart the customer's basic supply chain, speak the customer's language and understand the customer's key service measures, etc.)

  • Transplace Expertise (Understand and know the Mission, Values and Goals, organizational structure, company history, how we function internally, administration, best practices, processes, behavior, the complete Transplace order-to-cash, etc.)
  • Working Knowledge and Utilization of the TMS
  • SKILLS

  • Intermediate Math (Includes aptitude to learn how to calculate mileage as it relates to the passage of time, calculate margin revenue and total cost of shipment)
  • Service Orientation (Commits to and enjoys providing exceptional service to internal and external customers)
  • TRAVEL

  • This job will not require travel.
  • EXPERIENCE

  • 1 2 Years of Customer Service Experience
  • Bachelor’s degree may be substituted for work experience requirements
  • EDUCATION

  • High School Diploma / GED is required
  • LOCATION

  • San Jerónimo, Monterrey, N.L.
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