West Coast Trans Alliance is seeking a Customer Service Lead to support to support our Asset division, West Coast Trans Intermodal. The Customer Service Lead plays a crucial role in being our first line of communication with our customers and drayage vendors. The Customer Service lead manages a team of Customer Service Representatives (CSR) to deliver exceptional customer service. They serve as the primary point of contact for pricing, special projects, and shipment updates. This individual must have a strong attention to detail, auditing charges and maintaining accuracy. The preferred candidate must be bilingual in English and Spanish.
Responsibilities:
Customer Service:
Monitor and update Import (ETA, LFDs, Holds, Port Appointments) and Export (ERD, CUTs, Holds, Port Appointments) statuses using SSL and terminal websites.
Communicate updates promptly to customers and provide daily shipment status reports.
Handle quoting for new customer opportunities and provide timely responses to rate inquiries.
Manage customer service issues, escalating to Operations Manager when necessary.
Inquire and pass along sales opportunities from existing clients to the Operations Manager
Administrative Tasks:
Maintain accurate pricing and quoting spreadsheets, ensuring the team is following the most up-to-date rates. Add accessorial charges (Detention, Stop-off, Dry run, etc.) as reported.
Manage the master shipment list, ensuring ERDs, ETAs, CUTs, LFDs, Holds, Port Appointments, and overall status are accurate.
Upload PODs, in-gate/out-gate tickets, and related documents to the correct load records.
Maintain and manage relationships with drayage vendors
Process incoming orders from All Customers, checking SSL and terminal status for each container.
Send hold notifications (screenshots) to customers.
Ensure all loads have ingate/outgate tickets uploaded before invoices are issued.
Review WCTI daily reports and add new appointments to System’s as needed.
Leadership:
Lead and develop a team of remote CSR team
Plan and direct daily workflow for CSR team
Act as liaison between the Customer Service team and other departments
Maintain a mentality of continuous improvement, always looking for ways to improve processes
Own department projects and delegate work effectively between team members
Our Ideal Candidate:
Must be bilingual in English and Spanish
1-2 years of supervisory experience
1-2 years of customer service experience, preferably with a drayage trucking company
1-2 years of experience in billing and other administrative tasks
Strong communication skills
Ability to multi-task and strong attention to detail
High School Diploma or Equivalent
Authorization to work in the US
Must be comfortable working at the truck yard in our mobile Container Office
Other Information:
This position is 730a-430p M-F, located at our Container Office in Wilmington, CA.
This is an in-person role, 1 WFH day granted after training is complete
The pay range for this position is $26-$29 an hour depending on experience
Benefits:
Health, Dental, and Vision
401k Company Match
Paid Holidays
Paid Time off (PTO)
Numbers & Facts
Location
LONG BEACH, CA
Job Type
Full-time
Salary
$26–$29 Per Hour
Skills
Administrative Skillsunmatched
Auditingunmatched
Billingunmatched
Communication Skillsunmatched
Continuous Improvementunmatched
Customer Service Managementunmatched
Customer Support/Serviceunmatched
Dental Insuranceunmatched
Detail Orientedunmatched
English Languageunmatched
Entity Relationship Diagram (ERD)unmatched
Health Insuranceunmatched
High School Diplomaunmatched
Leadershipunmatched
Multilingualunmatched
Multitaskingunmatched
Operations Managementunmatched
Order Processingunmatched
People Managementunmatched
Pricingunmatched
Process Improvementunmatched
SSL-TLS (Secure Socket Layer - Transport Layer Security)unmatched
Salesunmatched
Spanish Languageunmatched
Spreadsheetsunmatched
Status Reportsunmatched
Supplier Relationship Management (SRM)unmatched
Team Lead/Managerunmatched
Time Managementunmatched
Truckingunmatched
Vendor/Supplier Relationsunmatched
Vision Planunmatched
Work From Homeunmatched
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