Customer Support Specialist

Customer Success Specialist- Operations Support to Account Management Team

About Great Lakes Transport Solutions

Headquartered in Buffalo, NY, Great Lakes Transport is a 3PL focused on delivering custom freight solutions to help our customers move their goods to where they need to be. Over the last seven years, Great Lakes has grown by leveraging the power of technology, administered by our industry experts to capture win-win scenarios for our customers. Specializing in moving domestic FTL freight, we've continued to build our business on the foundation of our customer relationships and unparalleled communication. Using data as our ultimate guide, we provide the resources, acumen, and technologies of one of the nation's largest transportation companies with an at-home feel.

Description

Great Lakes Transport is looking for motivated, self-starters who are eager to learn, earn, and advance in an ever-growing industry.

As a Customer Support Specialist, you will work closely with assigned Account Managers to assist them in their daily workflows and administrative tasks. You will help maintain and further develop quality relationships with existing customers, carriers, shippers and receivers, schedule/reschedule pickup and delivery appointments, provide necessary information to internal departments to meet service parameters required by the customer.

The ideal candidate will have a strong background in transportation logistics, excellent communication skills, and the ability to thrive in a fast-paced environment.

Description Primary Duties & Responsibilities:

• Build loads/set appointments
• Enter all necessary load information to ensure data integrity
• Help support Track and Trace for on time pickups and deliveries and update
• Set pick-up and delivery appointments, as needed
• Communicate with internal and external groups, especially on high priority loads and customers
• Conduct customer interactions via email and phone contact
• Maintain expertise and provide support with rate quoting tools
• Assist Sales/SDR team with new customer onboarding and carrier sourcing
• Support building and maintaining customer relationships and improve customer retention
• Acquire and retain knowledge of each major customer’s needs
• Assist customers with any special needs (pricing, trailer type, bracing, pads, etc.).
• Maintain and further develop customer and warehouse relationships through daily communication
• Document all special service requirements of customers and warehouses
• Represent the customer when working with contracted carriers
• Identify and communicate ways the company can continuously improve in its operations Execute Account Manager responsibilities when they are out of the office or unavailable

Requirements:

• Minimum 1-year experience in customer service, sales, or operations role
• Logistics experience is a plus
• Attention to detail and the ability to problem-solve
• Solid organization and time-management skills
• Able to multi-task in a fast-paced environment
• Solid computer skills in Microsoft Office Products with the ability to learn logistics software quickly Able to communicate clearly and concisely, in written and verbal communications

What’s in it for you?

• Base Salary + bonus
• Exciting, team-focused work environment
• Monthly contests
• 401(k) with company matching
• Medical, Dental, Vision, Disability Insurance
• Employee PTO Program Casual Dress Code

Education:

High School Diploma Required Bachelors (Preferred)

Salary: $18-22/hr (based on experience) + performance-based bonus (quarterly) On-target earnings: $50,000-60,000

Hours of Operation: Great Lakes Transport's standard business hours are 8 am - 5 pm EST, Monday through Friday

Measures of Success:

• On-time performance to customer and Account Manager expectations
• 100% load and appointment accuracy 100% email/phone response rates to customer and internal business relationships

Great Lakes Transport is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Salary

$18 - $24 per hour