Match score not available

Customer Support Representative (Carrier Relationship)

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

Philippines

Offer summary

Qualifications:

Bachelor's degree required, At least 5 years of customer service experience, Logistics/Freight Forwarding experience preferred, Excellent English communication skills, Computer proficient with Microsoft Office.

Key responsabilities:

Build and maintain relationships with carriers
Negotiate rates and manage compliance with carriers
Act as a main contact for customer support
Troubleshoot service issues and resolve them promptly
Maintain detailed documentation and reporting

Booth & Partners Large https://boothandpartners.com/

1001 - 5000 Employees

See more Booth & Partners offers

Job description

About the Client:

CubeDash, LLC, facilitates freight movement within the United States, specializing in brokering less-than-truckload (LTL), white glove, volume, intermodal, and truckload freight.

Role Summary:

The company is seeking a Carrier Relationship and Customer Service Representative to support its truckload brokerage operations in a dual-focused role emphasizing both carrier management and customer service.

This position plays a key role in the company's success, being responsible for cultivating and sustaining strong relationships with carriers to guarantee reliable, high-quality service. The ideal candidate will be tasked with carrier sourcing, negotiating competitive rates, and managing carrier compliance to minimize risk. They will review carrier credentials, such as insurance and safety records, to verify legitimacy and ensure the company's standards are upheld.

On the customer service side, this role will serve as a primary point of contact for clients, providing timely updates on shipment status, addressing inquiries, and resolving service issues. By understanding our customers’ needs and maintaining transparent communication, you will help create a seamless, positive experience for our clients. This role requires a balanced skill set of strong organization, attention to detail, and strong communication skills to manage both carrier relationships and customer satisfaction effectively.

Responsibilities:

Carrier Relations & Sourcing: Build and maintain relationships with a network of reliable carriers. Source new carriers as needed to meet capacity demands, focusing on preferred lanes and competitive rate structures.
Negotiation & Rate Management: Negotiate rates with carriers to secure cost-effective and competitive pricing, aligning with both market trends and the company’s financial goals.
Booking & Load Management: Manage the end-to-end booking process with carriers, ensuring accurate scheduling, timely pick-ups and deliveries, and real-time tracking updates for customers.
Customer Support: Act as a main point of contact for customers, keeping them updated on their shipments and addressing inquiries with prompt and professional communication. Provide quotes, enter shipments, and create tracking and pickup reports.
Issue Resolution: Proactively troubleshoot service-related issues that arise, handling escalations from both carriers and customers. Keep all parties informed and resolve issues to prevent delays or service disruptions.
Carrier Compliance: Verify carrier credentials, including insurance, safety ratings, and operating authority, to ensure compliance with industry regulations and minimize risk. Maintain up-to-date records of carrier certifications and ensure only qualified carriers are utilized.
Documentation & Reporting: Maintain detailed records of each carrier’s preferred lanes, rate structures, and service performance. Build a carrier network database to catalog and track carrier preferences and pricing across lanes, enabling quick identification of carriers for specific routes. Regularly update management on carrier network strength, rate trends, and carrier performance to support strategic decision-making.

Requirements

At least 5 years of customer service and client relations experience
Logistics/Freight Forwarding experience
Excellent English verbal and written communication skills
Consistently meet or exceed KPI targets
Excellent attention to detail, follow-up, and organizational skills
Have the drive, assertiveness, passion, and dedication to succeed in the logistics industry
Ability to work independently while supporting an overall team mentality
Ability to multitask in a fast-paced environment
Ability to work in a blended role
Manages complex transactional or emotional customer situations promptly and professionally
Able to handle and prioritize high call or email volumes and customer’s inquiries