Customer Service Coordinator

Company: Swift Transportation
Location: Phoenix
Posted on: November 23, 2021

Job Description:

Primary Purpose and Essential Functions: Coordinate the timely transit, pickup and delivery of all Swift Express loads in the West, Central and East regions. Responsible for lane integrity by providing and replacing equipment, drivers and loads on the Express network.

* FREIGHT MANAGEMENT -. * a. Manage demand fulfillment by ensuring operation is running at or near 100% capacity; actively engage appropriate designated personnel to ensure freight is covered. * b. Ensure open freight slots are filled by booking freight where needed; determine appropriate loads which are aligned with demand and capacity needs. * c. Monitor and track load movements to ensure expected service levels are met. * d. Solicit freight when necessary utilizing available freight channels. * OPERATIONAL PLANNING -. * a. Ensure booked freight is planned accordingly; plan pick-up/delivery moves while maximizing efficiency, minimizing costs and maintaining excellent safety and service standards. * b. Match loads to drivers and trucks for shuttle moves between lanes. * c. Coordinate efforts to execute service recovery when loads are in jeopardy of not meeting schedule expectations. * FLEET INTEGRITY -. * a. Be aware of driver availability; work with drivers to meet load demand and maximize productivity of the fleet while ensuring lane integrity. * b. Identify and monitor performance related concerns and report to designated leadership as necessary for further coaching. * c. Provide exceptional customer care to both our internal and external customers. * d. Coordinate with designated department personnel to resolve issues with drivers and/or equipment. * e. Ensure the driver departure times, swap times and return times are met per the required schedule. * FLEET SUPPORT -. * a. Answer drivers incoming messages and phone calls and provide assistance as needed. * b. Correct routing, fueling, macro issues as needed. * c. Coordinate equipment swaps, customer issues or any other needs of the driver. * OTHER -. * a. Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations. * b. Perform additional responsibilities as assigned by leadership.

* Skills: Solid written and oral communication skills; solid understanding of the trucking industry/fleet management; interpersonal skills with ability to develop strong relationships with multiple drivers and customers; good coaching and mentoring capabilities; ability to work independently or within a team. * Education: Associates degree or equivalent combination of education and/or experience required. * Experience Required: Minimum of two (2) years experience in transportation, preferably with a mix of driver leadership, planning and customer service.

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Keywords: Swift Transportation, Phoenix , Customer Service Coordinator, Hospitality & Tourism , Phoenix, Arizona