POSITION SUMMARY

The Operations Representative performs operational work which will includes one or more of the following: order creation, shipment activation, load building, appointment scheduling, track and trace, and routine event management, with a sharp focus on data integrity, quality, and efficiency.  The Operations Representative may work as part of an operations team in a network office or within a designated operations center, and responsibilities may vary depending upon the type of location.  

DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position consists of, but are not limited to, the following:

Execution:

• Executes one or a combination of the following tasks: order creation, shipment activation, load building, appointment scheduling, and/or track and trace, in accordance with office and company policies and procedures, with a focus on quality and efficiency.  Validates and ensures the accuracy of load data in CHR systems.

• Monitors load boards and assigned email accounts to respond to customer and carrier requests.  

• Utilizes SOPs in order to carry out assigned operational activities and meet prescribed service level agreements. 

• Documents milestone events, gathers and communicates information for proper problem resolution, resolves routine exceptions utilizing knowledge gained through SOPs and experience and, when required, follows defined escalation procedures.  

• Runs and distributes reports in alignment with defined processes.  

Customer Service:

• Focuses on internal and/or external customer needs, recognizes service issues, implements customer-focused practices and/or escalates when appropriate.

• Follows through on customer requests to ensure satisfaction, where applicable invites feedback and seeks suggestions for improvement.  

• Builds relationships at the appropriate level and works collaboratively both internally and externally to achieve positive outcomes.  

Efficiency:

• Completes activities with accuracy and compliance to CHR and customer standards.

• Contributes to the department’s efficiency by identifying and/or implementing operational enhancements.

• Understands available tools and resources and how-to best leverage each to implement efficiencies. 

• Other duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS

Required:

• High School diploma or GED 

Site Specific: Fluent in Spanish and English (written and verbal)

Preferred:

• Basic proficiency in Microsoft Office Suite of programs

• Site specific: Bachelor’s degree from an accredited college or university Previous customer service experience

• Demonstrated communication, prioritization, and time management skills 

• Ability to multi-task and demonstrate attention to detail and accuracy

• Values a diverse and inclusive work environment