SOAR TRANSPORTATION

Position Purpose

The Operations Specialist provides day-to-day customer operations support for an assigned base of SOAR Transportation customers. Receive, enter, and manage freight orders in SOAR's TMS; coordinate customer and warehouse requirements, track active shipments, and communicate timely, accurate updates to customers and internal teams. Escalate service exceptions, customer concerns, and business decisions to the Account Lead as needed.

Job Functions

• Receive and process committed and non-committed freight orders from assigned customers through phone, e-mail, web-based platforms, electronic data interchange, and other approved communication channels.
• Accurately enter and maintain freight orders, customer requirements, appointment information, and shipment updates in SOAR's TMS.
• Continuously monitor available customer communication channels throughout the workday to ensure load opportunities, requests, and service needs are addressed in a timely manner.
• Contact assigned customers as directed by the Account Lead to obtain or confirm freight orders and support awarded or committed freight volumes.
• Coordinate pick-up and delivery appointment information with customers, warehouses, and internal teams and confirm appointment information in SOAR's TMS.
• Track and trace all active orders for current on-time status and proactively communicate shipment updates to customers. Promptly identify and communicate risks to on-time pick-up or delivery.
• Work closely with dispatch, procurement, and carrier sales teams to support smooth freight process flow and help resolve routine service issues.
• Address routine customer questions and service concerns within established procedures and escalate service failures, complaints, pricing questions, or other issues requiring business decisions to the Account Lead.
• Document customer-specific service requirements and shipment-level instructions accurately in SOAR's TMS and other approved systems.
• Assist with accessorial documentation and supporting records and provide information to the Account Lead for review or approval as required.
• Maintain positive working relationships with assigned customers, warehouses, and SOAR Transportation personnel through timely, professional communication.
• Complete cross training on other SOAR Transportation accounts so additional or back-up support can be provided when needed.
• Maintain proper attendance and punctuality and work the assigned schedule to ensure that the department is operated in an efficient and cost-effective manner.
• Through words and actions support SOAR Transportation's mission, vision, and values; furthermore, actions and decisions will align with organizational guiding principles. Maintain company, employee, and customer confidentiality.
• Other duties and special projects as assigned by management.

Key Knowledge and Experience

• High school diploma or GED equivalent required; college degree preferred.
• 1 - 2 years work experience in the transportation industry or customer service preferred.
• Excellent written and verbal communication and customer service skills required.
• Knowledge of Microsoft Office products, the Internet, and data entry required. Previous experience with LME/McLeod or a similar TMS is a plus.
• Ability to work in a deadline-driven, high-volume environment with strong attention to detail and the ability to manage multiple priorities.