What are the responsibilities and job description for the Tracking and Tracing Team Lead - Overnight Hours/Remote position at Langham Logistics, Inc?
Job Description
Job Description
The Customer Service and Tracking Supervisor 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 Supervisor is ultimately responsible for overseeing a Tracking and Tracing Team. As well as tracking of all shipments, i.e., meeting customer expectations of pickups, deliveries, 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 with Team members.
- Respond to high volume or emails 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.
- Enter Temperature control log data for all temperature control loads.
- Cover call-in and PTO requests for team members under your supervision.
- Train new Team Members.
- Work with other supervisors to build training materials for training purposes.
Critical Skills and Knowledge
Education and Experience
Physical Demands and Work Environment
