Customer Accounts Shift Team Lead

J  o  b    D  e  s  c  r  i  p  t  i  o  n

JOB INFORMATION

Job Title:

Customer Accounts Shift Team Lead

Job ID #

J0851

Job Family:

Operations

Reports To Position:

Senior Leadership

FLSA

PRIMARY PURPOSE

Effectively provide work direction to all customer account representatives during weekend and off hours in Customer Service. Responsible for off hours coverage of assigned customer account. Maximize load output for region and customer satisfaction.

ESSENTIAL FUNCTIONS

Provide work direction of assigned personnel during off hours - may be dedicated/non-dedicated business units (containers, reefer, intermodal).

Monitor performance of personnel on assigned shift and provide detailed feedback to direct supervisor.

Ensure management defined metrics are adhered to during assigned shift.

Intervene on escalated issues between area customer accounts and driver manager/planners to determine appropriate action/outcome.

Monitor and trace loads so appropriate communication and follow up can be made to Customers regarding late pickups and or deliveries; as well as any other changes that may occur.

Serve as Customer’s first line of communication and refer Customer to the proper departments if/when necessary (i.e. Pricing, claims, etc.).

Manage and ensure assigned user discrepancy queue are cleared to expedite the billing process.

Manage Electronic Data Interchange (EDI) related requirements regarding 214 Status releasing or other similar electronic transmissions as required by Customer.

Perform additional duties as assigned by management, including but not limited to, delegating duties to other ECT members in the Customer Service group as well as assuming temporary role of Customer Service Representatives during times of employee travel, absence, and vacation during normal business hours as well as off hours.

Proactively work to assist others in achieving the organization's objectives.

Bachelor's degree in business or related field or equivalent combination of education and/or experience required.

1 year experience in customer service, customer relations or sales required.

Previous experience in transportation industry required.

Must possess outstanding telephone skills.

Must be able to set priorities.

Must possess excellent time management skills.

Must be able to work in a fast-paced environment.

Must be able to provide guidance to other employees.

The Company is an equal employment opportunity employer.  The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws.  The Company also prohibits harassment of applicants and employees based on any of these protected categories.