The Track & Trace is primarily responsible for monitoring the status of shipments across various systems, using email or phone communication to ensure all orders are accurately updated with arrival times, departure times, and location details. This role involves continuous follow-up on loads to ensure they are progressing as scheduled. The staff must report all relevant load information into ATGFR8 to provide visibility and support prioritization efforts within the team. Additionally, they are expected to proactively address any delays or issues, and promptly communicate these to the manager to ensure efficient problem resolution and operational continuity.
Responsibilities are as follows, but not limited to:
- Keep the load dashboard always updated.
- Responsible for always acknowledging any notification from partners and registering all load information received from the carrier or driver in the system. Provide detailed notes.
- Must confirm pickups and deliveries.
- Reach out to the carrier to confirm shipping hours and whether the load is ready.
- Must check and track all the loads assigned and update the check calls.
- Call drivers or dispatchers to request ETA and current location.
- Forward PODs or any document related to the load to the proper department.
- Identify, communicate, and escalate any situation to their main point of contact (POC) or the person they report to.
- Responsible for document retrieval if there are discrepancies in the Rate Confirmation.
- Responsibilities may vary depending on the customer you get assigned to and shift.
- If applicable: Building freight when required. Appointment setting when required. Booking loads when required.
Requirements
- 1+ year of experience in track and trace, customer service, or dispatch in logistics.
- Education: High school diploma required; technical or professional studies in Logistics, Supply Chain, Transportation, Business Administration, or a related field preferred.