Back to search
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
West Coast Trans Alliance is seeking a Customer Service Lead to support to support our Asset division, West Coast Trans Intermodal. The Customer Service Lead plays a crucial role in being our first line of communication with our customers and drayage vendors. The Customer Service lead manages a team of Customer Service Representatives (CSR) to deliver exceptional customer service. They serve as the primary point of contact for pricing, special projects, and shipment updates. This individual must have a strong attention to detail, auditing charges and maintaining accuracy. The preferred candidate must be bilingual in English and Spanish.Â
Responsibilities:
Customer Service:
Customer Service:
- Monitor and update Import (ETA, LFDs, Holds, Port Appointments) and Export (ERD, CUTs, Holds, Port Appointments) statuses using SSL and terminal websites.
- Communicate updates promptly to customers and provide daily shipment status reports.
- Handle quoting for new customer opportunities and provide timely responses to rate inquiries.
- Manage customer service issues, escalating to Operations Manager when necessary.
- Inquire and pass along sales opportunities from existing clients to the Operations ManagerÂ
Administrative Tasks:
- Maintain accurate pricing and quoting spreadsheets, ensuring the team is following the most up-to-date rates. Add accessorial charges (Detention, Stop-off, Dry run, etc.) as reported.
- Manage the master shipment list, ensuring ERDs, ETAs, CUTs, LFDs, Holds, Port Appointments, and overall status are accurate.
- Upload PODs, in-gate/out-gate tickets, and related documents to the correct load records.
- Maintain and manage relationships with drayage vendors
- Process incoming orders from All Customers, checking SSL and terminal status for each container.
- Send hold notifications (screenshots) to customers.
- Ensure all loads have ingate/outgate tickets uploaded before invoices are issued.
- Review WCTI daily reports and add new appointments to System’s as needed. Â
Leadership:
- Lead and develop a team of remote CSR team
- Plan and direct daily workflow for CSR team
- Act as liaison between the Customer Service team and other departments
- Maintain a mentality of continuous improvement, always looking for ways to improve processes
- Own department projects and delegate work effectively between team members
Our Ideal Candidate:
- Must be bilingual in English and SpanishÂ
- 1-2 years of supervisory experience
- 1-2 years of customer service experience, preferably with a drayage trucking company
- 1-2 years of experience in billing and other administrative tasks
- Strong communication skills
- Ability to multi-task and strong attention to detail
- High School Diploma or Equivalent
- Authorization to work in the US
- Must be comfortable working at the truck yard in our mobile Container Office
Other Information:
- This position is 730a-430p M-F, located at our Container Office in Wilmington, CA.Â
- This is an in-person role, 1 WFH day granted after training is complete
- The pay range for this position is $26-$29 an hour depending on experience
Benefits:
- Health, Dental, and Vision
- 401k Company Match
- Paid Holidays
- Paid Time off (PTO)
Learn more about this Employer on their Career Site
