Transportation Customer Service Specialist

Job Title: Transportation Customer Service Specialist
Reports to: Transportation Manager

Summary: This position serves as the liaison for our customers, and shares logistical information by
entering scheduled appointment times, arrivals, and departure times. Tracks on-time delivery
performance by order, as well as dwell time and detention cost by customer. Monitors all aspects of
logistics and traffic functions and assists in communicating the timely delivery of finished goods to
customers to provide the best experience for the customer. Coordinates the messaging of shipping
underages for customers by working collaboratively with Operations and Sales.

Essential Duties and Responsibilities
• Model a "Customer 1st" behavior through a “hands-on” approach. Track and coordinate the day-today orders that are scheduled for pick up, delivery, and/or that are in transit. Assist with date
changes, delays, and rescheduling of orders. Notify customers of any delays or potential transit
delays of their orders by providing them an updated Estimated Times of Arrival (ETA). Ensure
incoming customer phone calls are handled to mitigate issues and resolve problems to ensure the
highest level of customer satisfaction.

• Practice an overall cost-conscious culture, while ensuring customer service is championed. Critically
and logically evaluate the costs, risks, and benefits of alternatives before coming to a solution.
Timely create the necessary manual or electronic documentation and ensure the entry of
computerized data, including verifying all orders are in 3g to facilitate transmission.

• Proactively participate in the arrangement of transportation, tracking shipments, troubleshooting
failures, and responding to inquiries regarding shipping. Monitors inventory at third party cold
storage facilities and provide support for loading issues at Lineage and other 3rd party cold storage
warehouses.

• Take ownership of logistical data by collaborating with carriers to get scheduled delivery times and
in-and-out times at each stop. Generate and maintain tracking for on-time delivery report by both
carrier and customer. Enter all information in 3g and create on-time and customer dwell time
reports. Retrieve Proof of Deliveries (PODs) from carriers. Confirm dates and transit times for
intermodal service provider options.

• Aid in freight consolidation, load building, and routing efficiency. Probes and looks past symptoms
to determine the underlying causes of problems and issues. Approaches problems holistically;
defines connections, linkages, interdependencies and develops solutions. Takes ownership of
problems and stays on top of them until resolved.

• Ability to engage in and model courageous and constructive dialogue while advocating for needed
change across the organization that adds to our success. Ensures the implementation of change with
appropriate communications, goals, resources, metrics, and reviews. Takes ownership and personal
responsibility for implementing change despite opposition or barriers.
Important Notice: This job description is a generalized summary of job duties and can be modified as determined as
necessary by Colorado Premium. It is not a contract of employment. All employment is “at-will” an Employee or the
Company may terminate employment at any time, with or without cause, and without advance notice, procedure, or
formality.

Education/Experience:

• Bachelor’s or associate degree in transportation or logistics, with 3 years’ work experience or the
equivalent combination of education and relevant experience.

• Excellent reading, communication, and organizational skills. Must possess intermediate proficiency
in the use of a Personal Computer (PC) and related Microsoft business software. Accurate typing
skills and/or data entry skills. Ability to add, subtract, multiply, and divide units of U.S. currency,
weight, volume, and distance measurements, etc.

• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to
read and interpret documents and write routine correspondence. Responds promptly and
professionally to customer needs. Gathers and analyzes information skillfully.

• Ability to effectively present information in one-on-one and small group situations to other
associates of the organization.

• Possess functional analytical skills, strategic planning and a commitment to continuous
improvement. Ability to work independently with minimal supervision.

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