Domestic Customer Solutions Specialist

Domestic Customer Solutions Specialist

Position Overview:
The Domestic Customer Solutions Specialist plays a key role in overseeing shipment operations, ensuring customer satisfaction, and driving operational efficiency. This position is the main trucking Dispatcher, requiring a strong understanding of dispatch processes with you being responsible for performing dispatch duties as a primary focus. This role emphasizes coordination, problem-solving, and high-level customer engagement while collaborating closely with the operations teams to ensure seamless execution.

Key Responsibilities:

Shipment Domestic Trucking Coordination:

• Manage daily drayage domestic shipments, ensuring efficiency and seamless execution.
• Act as the primary coordinator for moving cargo from arrival ports (ocean & air).
• Lead and manage the dispatching of truckers and drayage providers.
• Monitor warehouse transfers and transloading volumes to guide dry trailer builds.
• Maintain volume and warehouse transfer data on SharePoint.
• Work with OTR truckers for cargo pickup from our warehouses.
• Collaborate with the operation team to ensure timely and accurate execution of dispatch tasks, including tracking and tracing shipments, driver coordination, and appointment confirmations.
• Manage the empty return process to minimize detention costs, ensuring alignment with drayage companies and our warehouses to ensure timely container returns.
• Create and manage the input on dispatch reports and milestone updates to maintain operational accuracy.
• Own the High-Value Trucking validation process with truckers and warehouses.
• Monitor and track cargo departure, OTR transit, and destination arrival.

Customer and Stakeholder Engagement:

• Serve as the Trucking primary point of contact for customers, ensuring clear communication, timely updates, and adherence to service level expectations.
• Work with customers to set up delivery schedules.
• Maintain and update customer-specific Standard Operating Procedures (SOPs).
• Represent the organization in trucking/drayage vendor meetings to provide updates, address inquiries, and implement new procedures.
• Ensure a high level of customer satisfaction through proactive service and exceptional execution.

Documentation and Reporting:

• Verify and upload all necessary documentation to CW1 EDocs Shipments, including High Value approval forms, Proof of Deliveries (PODs), Pictures of loading truck, Driver’s License, Signed Pick up sheets to maintain compliance and high value shipments requirement.

Cross-Functional Collaboration:

• Liaise with trucking partners, port terminals, and internal teams to maintain streamlined operations.

Qualifications:

• Minimum of 2 years of experience in freight forwarding logistics.
• Minimum of 1 years of experience in domestic shipments or a related field.
• Proficiency in CargoWise One operating system is a plus.
• Advanced skills in Microsoft Excel, Word, Power BI, and O365 are essential.
• Excellent verbal and written communication skills in English.
• Strong organizational and follow-up skills, attention to detail, and the ability to multitask in a dynamic environment.
• Excellent problem-solving and decision-making capabilities.
• Demonstrated ability to manage cross-functional collaboration across multiple time zones and languages.

Preferred Competencies:

• Advanced knowledge of dispatch processes, with the ability to provide strategic operational processing.
• Customer-focused mindset with a commitment to delivering high-quality service.
• Collaborative team player skilled in liaising effectively with internal and external stakeholders.
• Strong adaptability to manage complex logistics operations and resolve challenges efficiently.
• A commitment to delivering exceptional customer experiences.

Job Type: Full-time

Pay: $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Experience:

• Cargowise: 2 years (Required)
• building FTL shipments: 2 years (Required)
• knowledge of T&E process for cross borders: 2 years (Preferred)
• Domestic: 2 years (Required)
• Transportation: 2 years (Required)
• Drayage: 2 years (Preferred)
• freight forwarding logistics: 2 years (Required)

Ability to Commute:

• Groveport, OH 43125 (Required)

Work Location: In person

Salary : $60,000