What are the responsibilities and job description for the Domestic Customer Solutions Specialist position at EFL?
Job Description
Senior Domestic Operations Customer Solutions Specialist
Position Overview
The Domestic Operations Customer Solutions Specialist plays a key role in overseeing shipment operations, ensuring customer satisfaction, and driving operational efficiency. This position is senior to the Dispatcher role, requiring a strong understanding of dispatch processes without being responsible for performing dispatch duties as a primary focus. Instead, the role emphasizes coordination, problem-solving, and high-level customer engagement while collaborating closely with the dispatch team to ensure seamless execution.
Key Responsibilities :
Shipment Oversight and Coordination :
Collaborate with the ELS Dispatch team to ensure timely and accurate execution of dispatch tasks, including tracking and tracing shipments, driver coordination, and appointment confirmations.
Oversee the management of the empty return process to minimize detention costs, ensuring alignment with dispatch operations.
Review and provide input on dispatch reports and milestone updates to maintain operational accuracy.
Customer and Stakeholder Engagement :
Serve as the primary point of contact for customers, ensuring clear communication, timely updates, and adherence to service level expectations.
Maintain and update customer-specific Standard Operating Procedures (SOPs).
Represent the organization in customer meetings to provide updates, address inquiries, and implement new procedures.
Documentation and Reporting :
Ensure the accurate and timely creation of new shipments in CargoWise One (CW1) based on domestic drayage guidelines.
Verify and upload all necessary documentation, including Proof of Deliveries (PODs) and Bills of Lading (BOLs), to maintain compliance and billing accuracy.
Generate and distribute operational and performance reports to senior management and customers as needed.
Operational Leadership and Support :
Monitor the adherence of dispatch activities to internal SOPs and IOP procedures, ensuring alignment with company standards.
Seek assessorial approvals in advance to support financial control and profitability.
Provide operational insights and escalate issues to management when necessary to maintain service excellence.
Reporting, Financial and Billing Oversight :
Review billing files to ensure profitability and accuracy, collaborating with the dispatch team to address discrepancies.
Works with the finance team to track data, run reports and maintain data integrity for analysis.
Support management in maintaining financial oversight of accounts, ensuring all processes align with budgetary and profitability goals.
Cross-Functional Collaboration :
Work closely with the ELS Dispatch team, providing guidance and support to ensure process efficiency without directly performing daily dispatch duties.
Liaise with trucking partners, port terminals, and internal teams to maintain streamlined operations.
Qualifications :
Minimum of 3 years of experience in operations and freight forwarding logistics.
Proficiency with Cargo Wise One is strongly preferred.
Excellent verbal and written communication skills.
Strong organizational and follow-up skills, attention to detail, and the ability to multitask in a dynamic environment.
High-level problem-solving and critical-thinking abilities.
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 oversight and operational support.
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.
This role offers an opportunity to lead operational excellence while collaborating with a dynamic dispatch team. Join our team to make an impact in a senior role that supports strategic operations and customer success.
