- Audit upcoming trips to ensure all required trip details are complete and accurate prior to service.
- Respond to incoming phone calls and emails from transportation providers, addressing questions and resolving operational issues.
- Source, negotiate, and secure last-minute transportation (LMT) providers to maintain service commitments.
- Coordinate with providers to resolve scheduling conflicts, trip changes, cancellations, and service disruptions.
- Escalate complex operational issues to the appropriate internal teams while ensuring timely follow-up and resolution.
- Partner closely with the L&CS, Sales, and Operations teams to resolve issues impacting customers and providers.
- Monitor active trips and proactively communicate updates related to delays, provider changes, or operational challenges.
- Maintain accurate documentation of provider communications, trip updates, and resolutions within internal systems.
- Prepare weekly operational reports and provide updates to Regional Leads on provider performance and recurring issues.
- Follow established operational procedures and service-level expectations while identifying opportunities to improve workflows and provider experience.
Problem SolvingCustomer serviceMultitasking