Carrier Operations Representative

This Carrier Operations Representative role focuses on negotiating and procuring optimal carrier capacity at competitive pricing and timing for transporting customer freight between locations. This position supports the overall capacity procurement function to achieve the Company's shipping objectives by managing and troubleshooting all aspects of freight movement, utilizing discretion and sound judgment. Responsibilities include carrier rate negotiation and rate management with the objective of delivering outstanding customer service through a commitment to operational excellence.

Duties and Responsibilities

Essential duties and responsibilities of the position include but are not limited to:

• Carrier Procurement and Rate Negotiation: Negotiate competitive carrier rates and secure reliable capacity from the carrier market to ensure coverage for current and future assigned transactional and short lead-time loads. Develop relationships with carriers to optimize pricing and service delivery.
• System Utilization and Value Optimization: Perform carrier outreach via phone and email using load boards, carrier analytics, business intelligence, and digital freight matching tools. Create truck offers through the Transportation Management System (TMS) that meet or exceed company per-load cost targets while maintaining superior service to shippers.
• Compliance and Quality Assurance: Support company carrier compliance activities and vendor setup. Verify carrier documentation and packets meet company requirements, including contracts and insurance verification.
• Load Management: Utilize the Transportation Management System (TMS) to ensure shipment details are accurately entered, communicated, and tracked. Support load recovery and expedited freight handling as needed. 
• Exception and Problem Resolution: Use critical thinking and available tools to troubleshoot and resolve issues related to scheduling, carrier compliance, or delivery exceptions. Escalate unresolved or complex issues to the appropriate team members or management when necessary.
• Communication and Escalation: Actively communicate relevant information to customers, carriers, and internal stakeholders. Implement corrective actions and escalate service issues proactively to prevent service failures.
• Internal Engagement: Develop expertise in carrier supply and demand, spot market pricing, and freight market factors. Collaborate with the customer sales team to support transactional load coverage and capacity planning.
• Operational Excellence: Ensure on-time, damage-free delivery by partnering with carriers vetted through company onboarding and quality management policies. Maintain high customer satisfaction and service levels.
• Other duties as required and assigned

Qualifications

Qualifications to perform the job successfully include:

• Education: Bachelor's degree preferred. 
• Technical Proficiency: Strong proficiency in Microsoft Outlook and the ability to quickly learn company-specific software. Proficient in using TMS for load management, shipment tracking, and data entry.
• Persuasion and Influence: Strong ability to persuade, motivate, negotiate, and influence others to drive alignment and achieve desired outcomes.
• Drive and Results Orientation: Driven, enthusiastic, and highly motivated, with a strong focus on achieving results in a fast-paced environment.
• Communication Skills: Exceptional verbal and written communication skills to effectively interact with internal teams, carriers, and customers.
• Problem Solving and Critical Thinking: Capable of proactive problem resolution and critical thinking, with the ability to escalate complex issues appropriately.
• Organizational and Time Management Skills: Strong ability to multitask and prioritize in a fast-paced, deadline-driven environment. Organized and detail-oriented.
• Customer Service Orientation: Committed to providing outstanding customer service, ensuring customer needs are met efficiently.

Working Conditions

This position is performed in a general office setting.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee must be able to operate a computer/laptop and telephone, and have the ability to talk and hear.