Job Description

Track and Trace CSR - Day Shift

The Customer Service and Tracking Representative contributes to meeting Langham's goals of exceptional customer service, quality, process improvement, and profitability by assisting customers to control their flow of supply chain raw materials, works-in-progress, and finished goods, and ensuring customers' pickups and deliveries are completed as required. The Customer Service and Tracking Representative is ultimately responsible for the tracking of all shipments, i.e., meeting customer expectations of pick up, delivery, escalation and problem resolution.
Key outcomes expected

• Real time escalation to address shipments outside of standard tracking process.
• Real time discussion with Customer Service and Dispatch regarding suspect shipments being tracked.
• Ensure customers' shipments meet pick-up and delivery expectations according to customer requirements.
• Manage shipment information in the Transportation System Management database
• Troubleshoot and resolve problems with shipments.
• Respond to e-mails and voice mails on a timely basis.
• Work directly with Operations Supply Chain Compliance Manger with continuous process improvements.
• Take incoming customer e-mails, and web portal entries regarding their shipments and follow through to ensure that shipments are entered into the system.
• Efficiently manage and communicate crucial time-sensitive information.
• Escalate any issues that may arise during the transportation of their goods, including delays.
• Ensure all interactions with customers are handled in a professional and service-oriented manner.
• Ensure all internal activities performed adhere to Langham quality and process procedures.
• Provide courteous, professional service to both internal and external customers.
• Present a positive image of Langham to both internal and external customers.
• Take incoming carrier e-mails, and web portal entries regarding their tendered shipments and follow through to ensure that systems are updated.
• Responsible for security SOP's as it pertains to tracking.
• Must report to daily Sunset meetings with Tracking supervisor for updates and announcements

Critical skills, knowledge, and behaviors

• Demonstrates effective verbal, written, and interpersonal skills.
• Can effectively communicate with a variety of individuals with diverse backgrounds, education, and economic levels and roles.
• Demonstrates customer service orientation.
• Able to read, interpret, and use forms and other visual instructions to perform required work.
• Proactive in anticipating and alerting others to problems with projects or processes.
• High level of detail orientation and accuracy.
• Takes initiative and needs little supervision.
• Able to prioritize, organize tasks and time, and follow up.
• Performs responsibilities efficiently and timely.
• Able to negotiate with and influence others.
• Proficient in basic computer skills, i.e., Internet usage (e-mail) and data entry.
• Demonstrates proficiency in basic mathematics.

Experience and Education

• High school Diploma or GED required
• Prefer 1-2 years' experience in the transportation/logistics industry

Physical Demands and Work Environment: Will spend majority of time sitting working on computers and telephones.
Disclaimer: This job description is not intended to be all-inclusive. This position may be required to perform other related duties assigned to meet the ongoing needs of the organization. Langham reserves the right to modify job responsibilities and expectations as business demands evolve.

Skills Required