Customer Specialist - Intermodal

Job Profile Summary

The main purpose of this position is to manage our established customer base within Werner Intermodal, a component of Werner Logistics. This includes requests for spot and contract loads, load input, load tracking, and all customer service functions needed to ensure high levels of customer satisfaction and on-time delivery. As an Intermodal Customer Specialist, you will provide the management of the day-to-day operations for assigned shipments within your customer base. This position is responsible for all operations functions needed to ensure the profitable execution of Intermodal loads, customer satisfaction, on-time delivery, data input accuracy, and delivery of scheduled customer reports.

The main purpose of this position is to manage, solicit, assist, and maintain the established customer base. Duties include processing requests for loads, assignment of loads to designated carriers, tracking and tracing of customer shipments for on-time delivery, input accuracy, and any other customer service functions needed to ensure customer satisfaction.

Receive and manage customer load requests via telephone, e-mail, fax machine, and E.D.I., contact and tender loads to Werner Enterprises, designated carriers, customer designated carriers, brokerage, and Intermodal. Monitor changes in load status. Manage outside carriers and coordinate customer loads between Werner and partner carriers.

Monitor and manage changes in load status through tracking of customer shipments.

Manage team interaction with Werner Brokerage office to manage outside carriers and coordinate customer loads between Werner and partner carriers.

Develop relationships with outside carriers to handle loads managed by Werner Logistics.

Manage carrier service metrics in order to meet customer needs.

Professionally solicit additional shipments from customers to increase profitability.

Forward all pertinent information to the Afterhours staff to support 24-hour customer service.

Perform other related duties as assigned by supervisory personnel.

The job functions listed below represent the essential job duties and responsibilities of the above-listed position.• Daily customer interaction to ensure all customer needs are supported (load issues, service levels, trailer pool levels)• Receive and manage customer load requests through various Werner and customer systems• Determine optimal routing based on cost, network balance, capacity, and service availability• Monitor and manage input accuracy for shipment details to ensure proper execution• Trace and manage dray and rail performance to meet customer needs• Expense mitigation and recovery based on customer and Werner accessorial programs• Daily/weekly management of customer volume and commitments• Perform all related operational functions in the execution of Intermodal Freight moves for specific customers• Forward all pertinent information to the After-hours staff to support 24-hour customer service • Perform other related duties as assigned by supervisory personnel

Knowledge, Skills, Abilities

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.• Knowledge of customer service policies and practices• Knowledge of Association of American Railroad regulations as it applies to the Intermodal industry and some knowledge of DOT regulations, particularly as it applies to weight restrictions• Skill in operating a P.C., including use of Internet and Intranet applications critical• Strong typing skill of 35 to 45 wpm• Strong communication and negotiation skills• Strong decision-making skills

Education and Experience• A minimum of a bachelor's degree from an accredited college or university or equivalent experience is preferred• Three to four years of customer service experience preferred• Three to four years of transportation/Intermodal experience preferred

Physical Requirements

Seeing and hearing: Read documents, computer screen answer phones, communicate in person. 75-100 %

Standing and walking. 0-24 %

Climbing, stooping, squatting, and kneeling. 0-24 %

Dexterity: utilizing phone, typing, and writing. 75-100 %

Lift more than 10 pounds. 0-24 %

Werner Enterprises provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, genetic information or veteran status or other status protected by law. We encourage applicants of all ages as we do not discriminate on the basis of an applicant's age.

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