Logistics Track and Trace CSR Team Lead

Summary

The (Tracking/Tracing) Lead contributes to meeting Langham 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 Tracking and Tracing Lead is ultimately responsible for leading a team of CSR’s and the outcome of customer accounts, i.e., meeting customer expectations of pick up, delivery, escalation, and problem resolution. The lead will be responsible for the after hours and weekends CSR’s and be the first line of communication with that team.

Activities can include leading front-line support, leading and assisting in daily shipment status communication to customer, understanding customers’ rate contracts, ensuring customer contract rates are correctly applied, lead and assist in obtaining proofs of delivery, lead and assist in tracking all shipments moving through the customer’s supply chain, locating carrier pro numbers, and ensuring timely invoicing by collecting required paperwork. Activities as well as work hours may fluctuate in response to daily demands and the needs of the department.

Key Outcomes Expected

• Lead and Supervise customers’ shipments meet pick-up and delivery expectations according to customer requirements.
• Lead the tracking and tracing for key account shipments daily as assigned.
• Lead and proactively monitor freight to ensure that customer commitments will be met.
• Lead and monitor the process of entering proof of delivery (POD) and shipment status from agents and carriers into database.
• Lead in obtaining temperature readouts and other documentation needed for life science shipments.
• Lead and train the CSR team in understanding and complete escalations as needed.
• Take incoming customer calls, e-mails, and web portal entries regarding their shipments and follow through to ensure that shipments are entered into the system. The Team Tracking and Tracing Lead may be managing call volumes more than 50/day, emails more than 300/day and entering shipment requests more than 5/day.
• Efficiently manage and communicate with the CSR team of crucial time-sensitive information to freight management carriers and clients.
• Lead and monitor a team of CSR in track loads to ensure their progress in meeting scheduled delivery dates.
• Lead and monitor a team of CSR to navigate carrier websites to locate transit information, pro numbers, additional information.
• Lead and promote a positive relationship with customers to contribute to the continuation of contracts and potential additional sales
• Ensure all customer contact information is up to date in the company database.
• Collaborate with the Langham sales department to communicate status of their customers’ shipments to create a message of seamless service.
• Proactively communicate with the Langham sales department any potential sales leads or problems or issues that arise that could impact the sales relationship.
• Ensure all internal activities performed adhere to Langham quality and process procedures.

Critical Skills, Knowledge and Behaviors

• 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, education, and economic levels and roles (e.g. ownership, senior management, company employees, customers, etc.).
• Demonstrates customer service orientation.
• 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 juggle multiple requests and meet multiple deadlines.
• Works well in a team environment and as part of a team.
• Able to negotiate with and influence others.
• Able to resolve conflicts.
• Proficient in basic computer skills, i.e., Microsoft Word, Excel, Internet usage (e-mail) and data entry.
• Demonstrates proficiency in basic mathematics.

Experience and Education

• H.S. diploma, prefer some post-secondary education.
• 2+ years’ experience of leading a team of 3-5 team members.
• At least 2 years’ experience in the transportation/logistics industry

Physical Demands and Work Environment

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.