Non-bilingual candidates won't be considered for this position

Company Description

Smart Shore Group is a growing nearshore outsourcing company based in Barranquilla, Colombia. We partner with U.S.-based companies to deliver high-quality operational support across logistics, customer service, back-office administration, and more. Our focus is on building strong, reliable teams that create real value for our clients while providing long-term career opportunities for our employees.

This position is based for people living in Barranquilla, do not apply if you are not currently living in Barranquilla or its metropolitan area.

About the Role

Key Responsibilities

· Monitor active shipments from dispatch through final delivery.

· Contact carriers and drivers to obtain accurate pickup, transit, and delivery updates.

· Confirm drivers are on schedule for pickup and delivery appointments.

· Verify arrival and departure times at shippers and receivers.

· Update shipment status, notes, ETA information, and appointment details in the TMS.

· Identify late trucks, missed appointments, breakdowns, detention, rejected product, temperature issues, and other potential service failures.

· Immediately escalate significant service issues to the appropriate operations or sales team member.

· Proactively communicate delays rather than waiting for customers or internal team members to discover an issue.

· Maintain consistent communication with carriers until problems are resolved.

· Obtain and upload Bills of Lading, Proofs of Delivery, lumper receipts, and other required shipment documentation.

· Assist with scheduling and confirming pickup and delivery appointments as needed.





· Ensure completed loads contain the information and documentation necessary for billing.

· Maintain clear, professional, and accurate notes so another team member can quickly understand the status of any shipment.

· Assist Customer Sales and Carrier Sales representatives with operational support as needed.

Idóneo Candidate

· Extremely dependable with strong follow-through.

· Detail-oriented and organized.

· Comfortable making frequent phone calls, sending emails, and communicating by text.

· Able to manage a high volume of shipments without losing track of details.

· Strong sense of urgency when something is going wrong.

· Able to recognize potential problems before they become customer service failures.

· Comfortable working independently and making decisions within established procedures.

· Strong written and verbal English communication skills.

· Able to remain professional when dealing with frustrated drivers, carriers, customers, or facilities.

· Experience in freight brokerage, trucking, transportation, dispatch, or logistics is preferred but not required.

· Experience with a Transportation Management System (TMS) is preferred.

What Success Looks Like.

A successful Track & Trace Coordinator doesn't simply enter updates into the system. They own shipment visibility.

At any point during the day, our team should be able to open a load and quickly determine:





· Where the truck is.

· Whether pickup occurred as scheduled.

· Whether the shipment is on time.

· The current ETA.

· Whether delivery occurred as scheduled.

· Whether there are any problems requiring attention.

· What actions have already been taken to resolve those problems.

The goal of this position is simple: No surprises.

Problems will happen in transportation. Our expectation is that we identify them early, communicate them quickly, and stay on them until they are resolved.

Core Performance Expectations

Performance will be measured by:

· Accuracy and timeliness of shipment updates.

· Percentage of loads with current tracking information.

· Pickup and delivery confirmation compliance.

· Speed of escalation when service problems occur.

· Quality and completeness of TMS notes.

· POD and shipment-document collection.

· Responsiveness to Customer Sales and Carrier Sales.

· Reduction in situations where the customer identifies a service problem before G&S; Logistics does.

This position is an operations role. Success is measured by reliability, communication, accuracy, and execution—not by sales.

Requirements

- 12 + months of experience in a Track and Trace Rep position.
- Bilingual in English – fluent in oral and written communication.
- Exceptional and proactive communicator capable of decision-making and problem-solving in live, high-pressure environments.
- Strong focus on collaboration, accountability, and continuous improvement.
- Skilled in analyzing data, KPIs, and operational performance metrics.
- Ability to balance strategic thinking with hands-on execution in a fast-paced, evolving environment.

📌 Track and Trace Representative (Barranquilla)
🏢 Smart Shore Group
📍 Barranquilla