Customer Support Expert (US Voice Process)

Roles and Responsibilities :

• Maintain vital Customer Service with account representatives
• Supervise assigned customer accounts
• Accept loads to Mcleod via EDI electronic load tendering, confirm load information and appointment schedule.
• Deliver Customer expectation
• Clear EDI errors, review planning board, request additional shipments for lanes/regions below capacity.
• Track and trac equipment to provide customer with updates and ETA.
• Work with planners and dispatchers to provide timely updates into TMS
• Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
• Assist with any issues that arise with the load issues at the shipper, receiver, product issues, overages, shortages, damages, rescheduling etc.

Job Requirements :

• 2-8 years of experience in a similar role with excellent communication skills.
• Proficiency in handling international voice process operations with attention to detail.
• Strong knowledge of US process procedures and regulations related to banking industry.
• Ability to manage complex workflows efficiently while prioritizing tasks effectively.