Job Summary

This position supports assigned government and defense sector customers. The incumbent gives operational guidance to internal/external groups (e.g., shippers, consignees, service center operations, carriers, international gateway operations, etc.). This role analyzes service failures and resolves customer/operational issues. The incumbent supports process improvements.

This position tracks customer shipments via the internal transportation system (i.e., E2K) and carrier web sites to verify shipment movement according to plan. The incumbent communicates with destination service centers and agents to determine shipment delay reasons and to obtain proof of delivery. This role ensures adherence of government directed routing instructions to avoid contract violations. This position tracks shipments and follows up with destination offices/agents to verify accurate shipment movement, obtain proof of delivery information, and troubleshoot shipment delays. The incumbent listens to customer (i.e., internal/external) issues and probes customers for details to determine their needs.

Responsibilities

• Communicates with destination service centers and agents to determine shipment delay reasons and to obtain proof of delivery
• Sends shipping pre-alerts and follow-ups to service centers to ensure accurate shipment movement, to meet transit time requirements, and to support customer satisfaction
• Validates shipment rates and electronic billing files (i.e., Powertrack) to ensure accurate government billing
• Troubleshoots transit time requirement failures to identify root causes
• Identifies shipment transit solutions to resolve transit time requirement failures and meet regulatory standards
• Engages internal/external sources (e.g., service centers, gateways, carriers, etc.) to obtain information necessary for investigating customer issues

Preferences

• Demonstrates an understanding of the functions, regulations, and procedures of compliance agencies or governing bodies; takes a leadership position in programs that reduce risk and enhance safety
• Captures/documents specific and accurate information; learns subjects thoroughly and in detail; completes work with thoroughness; supplies details when requested and maintains organized files
• Possesses advanced skills in Access and Excel
• Bachelor's Degree (or internationally comparable degree)
• Customer service experience