Back
Coordinator, Transportation - Farmington Hills (210000BS)
Customer Service
Farmington Hills, United States

Description

The success of MTS depends on our ability to provide reliable service to our customers. This position has primary accountability for booking and releasing customer orders, service coordination and communications with our external customers.

Individual performance measures (KPIs) required of the job that align with company goals and ensure accountability for the delivery of measurable results and clear linkage to the Performance Management Tool (PMT)

Keys Results (KPI’s)

Result Measurement (Metric)

Order Entry for orders not received via EDI

100% accuracy on manually entered orders, reflected as no issues with pickup or delivery

Event Entry for shipments w/o EDI events

Timely and accurate entry of events and timely followup on distressed shipments including communication to customers

On time shipment delivery

Impacted by employee ensuring proper modal and carrier selection and identifying any issues to customer

Shipment accuracy and customer responsiveness

100% accuracy on shipment entry, reflected as no issues with pickup and no customer impact due to delayed response on APLL’s part

 

KEY ACCOUNTABILITIES/JOB DUTIES

% OF TIME

Booking orders with vendors and customers for TL and LTL transportation

 

40

Scheduling shipments to ensure on-time delivery

15

Dispatching truck, LTL, intermodal and expedited carriers for pickup and delivery of customer shipments. Tracking and tracing of shipments enroute

35

Troubleshooting distressed shipments, including transit, damage, shortage and lost freight

10

 

Who (Internal or External)

Why

How Often

External – Carriers

Dispatch carriers to pick up & deliver shipments

Daily

External – Customer

Receive order information and schedule shipments

Daily

Internal – Load Planner

Schedule deliveries planned by Load Planner

Daily

Internal – Operations Mgr

Raise problems if needed, inform of issues or get assistance as needed

Daily

 

 

What sorts of problems are typical for the job?

What decisions are required and what references/guidelines are used?

 

What decisions are required to be referred to supervisors?

Resolve incorrect shipment data from customer

Missing data, such as weight, hazmat info – system flags and SOP are references

Unusual circumstances such as known hazmat but load not placarded, etc.

Obtain delivery or transit information if not received EDI

Missing events, such as delivery confirmation – system flags, reports are references

Carrier unable to advise with needed info

Resolve pick up or delivery problems (consignee can’t receive, product damage, etc.)

Confer with shipper’s rep to determine actions such as returns, etc.

Shipper’s rep unavailable or not able to advise

 

Qualifications

Required Education

  • Bachelor's degree or relevant experience

Experiences

  • Experience in team-based environment
  • Experience in customer service environment and providing ongoing support to meet appropriate deadlines/requirements, problem solving, coordinating, and follow-up.
  • Experience in the transportation/logistics industry with a background in dispatch or customer service
  • Experience working in OTM application preferred but not required

Skill Sets

  • A demonstrated self-confident, outgoing, professional service-oriented demeanor with the ability to handle customers via telephone with appropriate tone, diction and enthusiasm.
  • Basic PC workstation skills in Windows, Outlook mail, Excel and Word
  • Good oral and written communications skills
  • Knowledge of Dow Corning business preferred but not required.
  • Ability to work overtime as needed and Saturdays/holidays on occasion, normal work hours are M-F 8:30am to 5:00pm.
  • Teamwork - showing a commitment to teamwork and collaboration.
  • Respect - extending dignity and respect to all people.
  • Customer Focus - achieving Company, department, and personal goals through a strong customer focus.

The company is committed to and supports equal employment opportunity and affirmative action to all employees and applicants for employment. Equal employment opportunity means equal treatment of employees and applicants without regard to the following legally-protected characteristics: race, color, religion, creed, sex (gender identity), pregnancy (including childbirth and related medical conditions), sexual orientation, marital status, national origin, ancestry, age (40 and over), medical condition, genetic information (including characteristics and testing), veteran status, physical or mental disability status or any other legally-protected status.