**Though this is a remote position, candidates need to be based in or near the Indianapolis area. Training will be held at our corporate office, as well as mandatory quarterly meetings.**
**Multiple Shifts Available**
The Customer Service and Tracking Representative contributes to meeting Langham’s goals of exceptional customer service, quality, process improvement, and profitability by assisting customers to control their flow of supply chain raw materials, works-in-progress, and finished goods, and ensuring customers’ pickups and deliveries are completed as required. The Customer Service and Tracking Representative is ultimately responsible for the tracking of all shipments, i.e., meeting customer expectations of pick up, delivery, escalation and problem resolution.
Key outcomes expected
- Real time escalation to address shipments outside of standard tracking process.
- Real time discussion with Customer Service and Dispatch regarding suspect shipments being tracked.
- Ensure customers’ shipments meet pick-up and delivery expectations according to customer requirements.
- Manage shipment information in the Transportation System Management database
- Troubleshoot and resolve problems with shipments.
- Respond to e-mails and voice mails on a timely basis.
- Work directly with Operations Supply Chain Compliance Manger with continuous process improvements.
- Take incoming customer e-mails, and web portal entries regarding their shipments and follow through to ensure that shipments are entered into the system.
- Efficiently manage and communicate crucial time-sensitive information.
- Escalate any issues that may arise during the transportation of their goods, including delays.
- Ensure all interactions with customers are handled in a professional and service-oriented manner.
- Ensure all internal activities performed adhere to Langham quality and process procedures.
- Provide courteous, professional service to both internal and external customers.
- Present a positive image of Langham to both internal and external customers.
- Take incoming carrier e-mails, and web portal entries regarding their tendered shipments and follow through to ensure that systems are updated.
- Responsible for security SOP’s as it pertains to tracking.
- Must report to daily Sunset meetings with Tracking supervisor for updates and announcements.
- Must work onsite at HQ for training, and any required in person meetings.
Critical skills, knowledge, and behaviors
- Demonstrates effective verbal, written, and interpersonal skills.
- Can effectively communicate with a variety of individuals with diverse backgrounds, education, and economic levels and roles.
- Demonstrates customer service orientation.
- Able to read, interpret, and use forms and other visual instructions to perform required work.
- Proactive in anticipating and alerting others to problems with projects or processes.
- High level of detail orientation and accuracy.
- Takes initiative and needs little supervision.
- Able to prioritize, organize tasks and time, and follow up.
- Performs responsibilities efficiently and timely.
- Able to negotiate with and influence others.
- Proficient in basic computer skills, i.e., Internet usage (e-mail) and data entry.
- Demonstrates proficiency in basic mathematics.
Experience and Education
- High school Diploma or GED required
- Prefer 1-2 years’ experience in the transportation/logistics industry
Physical Demands and Work Environment: Will spend majority of time sitting working on computers and telephones. This position is working from home.
Skills Required
- High school diploma or GED
- Effective verbal, written, and interpersonal communication skills
- Customer service orientation
- Ability to read and interpret forms and visual instructions
- Strong attention to detail and accuracy
- Ability to prioritize, organize tasks, manage time, and follow up
- Basic computer skills, including internet usage, email, and data entry
- Basic mathematics proficiency
- Ability to work independently with minimal supervision
- One to two years of transportation or logistics industry experience
- Ability to work onsite at headquarters for training and required in-person meetings
What We Do
Langham Logistics partners with forward-thinking companies to provide comprehensive supply chain management solutions that save time and money. We don’t rely on off-the-shelf solutions; rather we utilize our proven processes and systems and tailor them to meet the exact needs of our clients’ company, industry, and business objectives. Our consultative approach goes beyond transactional activities, and instead focuses on proactive solutions that help reduce costs, better utilize assets, and provide visibility—both in the short term and over time. Our multidisciplinary team of experts is empowered to always work in the best interest of our clients, using best-in-class logistics technology, tactical operations support, accurate data collection, and a centralized communication hub. In addition, Langham provides added value through solid execution piece processing capabilities in freight management, domestic and international transportation, logistics, warehousing and fulfillment.
