Reporting directly to the Small Parcel Manager, you'll play a critical role in supporting our small parcel clients through precise coordination, proactive communication, and data-driven insights.
Responsibilities include but are not limited to
Shipment Tracking & Visibility: Monitor shipments throughout their entire lifecycle using carrier platforms and systems, ensuring 100% visibility and proactive updates for our customers
Data Management & Reporting: Maintain exceptional data integrity for monthly business reviews (MBRs), including metrics such as cost per package, cycle time, weight and dimension details, and other key performance indicators
Customer Service Excellence: Respond promptly to customer inquiries, provide shipment status updates, communicate delays or issues, and maintain accurate records in customer portals
Claims Processing: Handle carrier claims from initiation through resolution, ensuring timely and accurate documentation
Appointment Coordination: Schedule and manage pickup and delivery appointments at ITS facilities and off-site locations
Process Documentation: Organize and maintain team documents, standard operating procedures, and reference materials
Invoice Support: Compile and verify data for accurate client invoicing
Additional Responsibilities: Support team initiatives and special projects as needed
Position Requirements
Exceptional attention to detail and organizational skills
Strong customer service orientation with excellent communication skills
Proficiency in Microsoft Office Suite (Excel, Word, Outlook)
Ability to multitask, prioritize, and meet deadlines in a dynamic environment
Collaborative mindset with a strong work ethic and positive attitude
Associate degree or equivalent experience is preferred
Physical Demands
Constantly remains in a seated or standing stationary position at a professional desk workstation for prolonged periods (typically 80%+ of a shift).
Continuous use of hands and fingers to navigate a Transportation Management System (TMS), manipulate complex spreadsheets, and rapidly respond via digital communication channels.
High vocal and auditory stamina required to handle continuous phone communication with external carrier dispatchers, freight brokers, and delivery drivers.
Close visual acuity is strictly required for extensive, daily computer terminal use, tracking transit maps, and auditing freight bills of lading.
Work is primarily conducted in a climate-controlled office environment with low to moderate noise levels. Occasional mobility is required to navigate to on-site distribution floors or shipping windows where exposure to warehouse dust, moving equipment, and fluctuating dock temperatures may occur.
FLSA Status: Non-Exempt
Schedule: 7am-3:30pm Monday through Friday
