Job Description for INTERMODAL/FTL Customer Service/Dispatch
Job Function:
Employees in this position are accountable for day-to-day load planning execution of Rail (Intermodal), Truck (FTL) freight for a specific customer location. Work is performed by coordinating daily load planning for all modes of transportation truck and rail reviewing and making recommendations for operation improvements. Resolve any dispatch or delivery time issues with warehousing and transportation partners or customers. Employee must coordinate daily load planning and partnering with Internal Customer Service to ensure on time pick-up and delivery. Employee is required to collaborate with all operation groups to provide overall productivity and any improvement initiatives. This work is often automated and computerized.
Duties & Responsibilities:
- Keep records on the destination, weight, and charges on all incoming and outgoing freight. They check rate charges by means of system automated rates established by the company.
- Make arrangements and coordinate to all processes and functions of load planning and freight movement.
- Verify information, operate data entry software such as VIntermodal, and prepare documents
- Processes information from different departments and customers, and a variety of other forms of documents by resolving inconsistencies and reviewing data for errors using standard data entry procedures
- Requesting further information for documents that are deemed incomplete. Verifying, correcting, deleting unnecessary data, or combining data from several sources before entering into the system
- Entering information into specific document formats received electronically or hand-written pages or figures contained in electronic files
- Double checking system information for errors or duplicate information before submitting or transmitting
- Access online browser-based systems as per customer requirements and other affiliated business entities
- Ensure completion of data entry assignment within prescribed timeframes
- Scan photos, blueprints, and other documents for data input into document management systems in VIntermodal database
- Input and store relevant documents sent in advance by customers prior to cargo and/or container arrival
- Assist when requested to gather and arrange documentation and data for department audits
- Must coordinate and correspond with Safety and Dispatch, and be aware or knowledgeable of relevant logistical operations, including shipment set-ups, delivery instructions and estimated delivery expectations
- Accurately tracks and invoices chassis usage days for import and export operations
- Assist and direct new clients to receivables department to establish credit with the corporation.
- Partner with receivable department to process invoices for customers and/or resolve invoice discrepancies
- Bolster creative ideas to the team and fearlessly suggest any improvement options that impact operational workflows
- Process Customer Service orders, plan & optimize shipments using the VIntermodal System.
- Review delivery orders to select the correct route based on the destination, weight, and customer time requirements as well as other particular customer needs for each request.
- Tender delivery orders to company drivers, owner operators and interline effectively and efficiently by providing on time detailed instructions.
- Control driver, truck, and route productivity by ensuring that each truck carries a full load and minimize bobtail/deadhead occurrences.
- Maintain compliance by tracking driver’s Hours of Service prior to tendering delivery orders.
- Update VIntermodal System with current shipment information and respond to customer service inquiries.
- Effectively communicate load discrepancies such as delays, breakdowns, etc. to appropriate departments to ensure that customers are notified promptly.
- Monitor Proof of Delivery (POD) documents and ensure that they are in compliance with start times, end times, driver assist, signatures and other requirements.
- Monitors that all Delivery Orders are issued to drivers within DOT Standards and Regulations.
- Accurately tracks and help prevent the cost of demurrage, storage, and detention from steamship lines daily by supervising appropriate KPI boards.
- Open and/or closing of the terminal depending on shift, ensuring all doors are locked and alarms set prior to leaving the building.
- Participate in an alternating “on call” rotation which involves handling after hours concerns by drivers or customers and assist in resolutions to such matters. Rotation dependent on number of employees on staff; typically every 4 weeks for a duration of 1 week.
- Perform other duties as requested.
Basic Qualifications
• Working knowledge of DOT regulatory requirements as it relates to the transportation industry
• Ability to establish and maintain effective working relationships with employees and managers
• Desire for a long-term career with a growing industry leading company
• Ability to present and maintain a positive corporate image in a fast-paced environment
• Actively establish and maintain effective working team relationships with all support departments
• Must be proficient with Microsoft Office products including Word, Excel, PowerPoint, Outlook, etc.
• Must be willing to work a flexible schedule
• Knowledge about the Transportation Business and Industry
Preferred Qualifications
• 2 years prior experience in the trucking industry.
• Familiarity with logistics software Visual Intermodal and Samsara.
• Strong verbal and written communication skills.
• Ability to multi-task, work under pressure and meet deadlines required.
• Experience in a fast paced, changing/growing organization
• Ability to develop and implement department goals and strategies.
• Strong analytical skills with demonstrated problem solving ability.