Brokerage Operations Specialist

COMPANY SNAPSHOT

Are you ready to pursue a career in the flourishing world of supply chain and logistics? A privately owned client of Sikich in the freight transportation arrangement industry is seeking passionate, open-minded, results-driven people to join their growing team and support their expanding solutions to the ever-changing supply chain market.

Their DNA is carved out of hard work, ingenuity, and a deep care for one another. Like any family, they eat together, challenge each other, and nurture one another. They don't always agree, but they are loyal, committed, and honest with each other. Their difference is their people, culture, and how they can improve their clients' business. Their approach is fresh, their solutions are unique, and their impact is substantial.

Role Summary

The Brokerage Operations Specialist plays a vital role in ensuring smooth operations and excellent customer service. This position involves coordinating various aspects of the supply chain, including order processing, shipment routing, and customer inquiries for tracking and tracing, primarily during PM hours. The individual will work closely with multiple departments across various shifts to ensure smooth daily transitions and provide proper load coverage.

Primary Responsibilities

• Handle night operations, including driver dispatch and route adjustments.
• Monitor load assignments and resolve any issues that arise after hours.
• Ensure communication with drivers and customers during night shifts.
• Handle critical tasks like emergency routing, night driver support, and urgent shipment tracking.

Additional Responsibilities

• Order Processing and Entry: Process incoming orders accurately and efficiently using the company's order TMS.
• Customer Inquiries: Serve as a point of contact for customer inquiries and concerns during the hrs of operations. Respond promptly to customer emails, calls, and messages, providing courteous and helpful assistance.
• Tracking and Tracing: Work within the system to ensure all shipments are properly moving through the system. Provide feedback directly to the team and to customers. Advise on any issues and delays promptly and issue escalations when necessary.
• Issue Resolution: Investigate and resolve any issues or discrepancies related to orders, shipments, or routing availability. Collaborate with internal and external teams, such as warehouses, carriers, domestic international, and brokerage, to address customer concerns effectively.
• Quality Assurance: Conduct quality checks on outgoing orders to ensure accuracy and completeness. Flag any errors or discrepancies for corrective action.
• Communication: Maintain clear and open communication with other team members, supervisors, and customers regarding order status, inventory updates, and any issues affecting operations or customer satisfaction.
• Documentation: Maintain accurate records of order processing, transactions, and customer interactions. Generate reports as needed to track performance metrics and identify areas for improvement.
• Process Improvement: Identify opportunities to streamline operations and improve efficiency in order processing, inventory management, and customer service. Propose and implement process improvements as approved by management.

Preferred Qualifications

• Associate's or bachelor's degree in business, supply chain management, or a related field preferred.
• Previous experience in a customer service or operations role is a plus but not required.
• Strong communication skills, both verbal and written, with a customer-focused attitude.
• Excellent organizational skills and attention to detail, with the ability to multitask and prioritize tasks effectively.
• Proficiency in computer applications, including Microsoft Office suite and order management software. Grasshopper and Cargowise system experience is a plus.
• Ability to work independently with minimal supervision and as part of a team in a fast-paced environment.
• Ability to work flexible shift hours, including evenings and weekends as needed.

Knowledge

• Regulations and Compliance: Understanding of federal and state transportation regulations, including hours-of-service rules, safety regulations, and environmental laws.
• Logistics and Supply Chain Management: Knowledge of transportation logistics, route planning, and supply chain operations.
• Brokerage Processes: Familiarity with brokerage functions, including how to secure loads, negotiate rates, and manage contracts.
• Insurance and Liability: Awareness of various types of insurance relevant to trucking operations and how to manage liability issues.
• Technology and Software: Proficiency with transportation management systems (TMS), load boards, GPS, and other relevant technology.
• Skills Communication: Ability to effectively communicate with clients, drivers, and other stakeholders, both verbally and in writing.
• Negotiation: Skilled in negotiating rates, terms, and contracts with shippers and carriers.
• Problem-Solving: Capability to resolve issues such as delays, disputes, and unexpected challenges quickly and effectively.
• Organizational Skills: Ability to manage multiple tasks and prioritize responsibilities, including scheduling and dispatching.
• Customer Service: Skills in providing excellent service to clients and handling inquiries or complaints professionally.

Abilities

• Attention to Detail: Ability to accurately handle paperwork, verify load details, and ensure compliance with regulations.
• Decision-Making: Capacity to make informed decisions quickly, especially in high-pressure situations.
• Analytical Thinking: Ability to analyze data and trends to optimize routing, reduce costs, and improve efficiency.
• Adaptability: Flexibility to adapt to changing conditions, such as fluctuating demand or unexpected logistical challenges.

Other Characteristics

• Integrity: Strong ethical standards and honesty in handling transactions and interacting with clients and partners.
• Stress Management: Ability to remain calm and focused under pressure, dealing effectively with stressful situations.
• Team Collaboration: Ability to work effectively with a team, including drivers, clients, and other brokerage staff.
• Technical Aptitude: Comfort with using various technologies and tools related to transportation and brokerage operations.

PHYSICAL AND MENTAL DEMANDS

• Prolonged periods of standing.
• Use of hands to finger, handle or touch objects, tools, or controls.
• Occasionally required to walk; sit; reach above shoulders; climb or balance; stoop; kneel; crouch, or crawl; talk or hear; and use foot/feet to operate forklift.
• Must regularly lift and/or move up to 15 pounds and frequently lift and/or move up to 75 pounds.
• Specific vision abilities required by this job include close vision and peripheral vision.
• Up to 40% of daily tasks include driving and operating a forklift.
• Fast paced work environment requires extended periods of mental focus and critical thinking.

WORK ENVIRONMENT

• Warehouse environment.
• Physically onsite.
• Loud environment, which may be disruptive to those with hearing sensitivities
• .External temperatures and weather do impact the work environment.

WHAT WE CAN OFFER YOU

• We are dedicated to the well-being of our associates and provide an excellent employee environment with a competitive benefits package, including:
• Affordable premiums for medical insurance and dental.
• Employer paid Vision, Life/AD&D, STD premium costs.
• 401k match after 6 months of employment with immediate vesting.
• Employee Assistance Program
• PTO
• Free parking at our office complex