Job Description : Intermodal Operations & Customer Service Coordinator
Reports To : Terminal Manager
Collaborates With : Driver Manager, Operations Team, and Customers
Position Overview
The Intermodal Operations & Customer Service Coordinator is a dynamic role combining customer-facing responsibilities with operational dispatch duties. This position is pivotal in ensuring efficient coordination of intermodal shipments, maintaining high levels of customer satisfaction, and supporting daily terminal operations. The ideal candidate thrives in a fast-paced environment, adeptly balancing customer interactions with operational problem-solving.
Key Responsibilities
Customer Service Responsibilities
- Act as the primary liaison for customers, addressing inquiries related to shipment scheduling, delivery updates, and issue resolution.
- Provide proactive communication to customers regarding shipment statuses, delays, or changes.
- Resolve customer concerns promptly and professionally, escalating issues to the Terminal Manager when necessary.
- Ensure accurate and timely entry of customer and shipment details into the Transportation Management System (TMS).
Operational Dispatch Responsibilities
Assign loads to drivers in coordination with the Driver Manager, ensuring efficient routing and adherence to Hours of Service (HOS) regulations.Monitor driver activity and resolve real-time operational issues, such as delays or equipment malfunctions.Coordinate with rail yards, ports, and customers to track and manage the progress of intermodal shipments.Adapt schedules and routes dynamically to accommodate operational challenges or changing customer requirements.Documentation and Compliance
Maintain accurate records of shipment details, operational updates, and customer interactions within the TMS.Prepare and submit daily reports on dispatch activities, shipment statuses, and customer service performance.Assist in ensuring compliance with regulatory standards, including DOT and FMCSA requirements.Collaboration
Partner with the Driver Manager to address driver-related concerns, such as load assignments, performance issues, and scheduling conflicts.Work closely with the Terminal Manager to align operations and customer service efforts with overall business goals.Coordinate with yard personnel and warehouse teams to facilitate smooth handoffs and container management.Qualifications
Experience :Minimum of 2 years in intermodal logistics, dispatch, or customer service roles.Familiarity with rail and port operations is a plus.Skills :Strong customer service and communication skills.Proficiency in TMS and other logistics software.Ability to multitask and problem-solve in a fast-paced environment.Knowledge of DOT and FMCSA regulations.Education :High school diploma or equivalent (Bachelor’s degree in logistics or related field preferred).Competencies
Customer-centric mindset with a focus on relationship-building.Strong organizational and time-management skills.Effective problem-solving and decision-making under pressure.Collaborative team player with the ability to work cross-functionally.This blended role is essential for ensuring seamless operations and excellent customer service within intermodal logistics, contributing directly to the success of terminal operations.
