Logistic Specialist

**Logistic Specialist**

**Bilingual - Onsite Position**

Location: Medellín, Colombia

**Company brief**

We are Sworkz, a nearshoring company headquartered in Miami, FL. with operations in Medellín, Colombia. Launched in November 2021, our long-term goal is to match US businesses’ growth with positive impact. In Sworkz you'll find more than a workplace We promote a creative environment where all ideas are welcome, leaders are eager to help you grow and co-workers will support you every step of the way.

**Position Overview**:
The Carrier Onboarding Specialist performs multiple roles within the Customer Success department, including but not limited toAs an onboarding specialist for new clients being onboarded to the platform and an Account Manager of assigned Accounts. Supporting the CS team in the escalation or de-escalation of client requests focused on client retention.

**DUTIES AND RESPONSIBILITIES**:

- Possesses the technical aptitude to become a product expert of the HaulPay platform for Carrier clients.
- As an Onboarding Specialist & Account Manager of assigned accounts
- Develop relationships with the client, their employees, and agents through regular follow up during and after onboarding.
- Ensure proper onboarding so the client can realize the full potential and
- functionality that the HaulPay program has to offer.
- Assist the client in all areas of the onboarding process
- Collect product feedback in diagnosing technical or boarding issues
- Proactively monitors account activity to ensure retention and growth of accounts
- Develop best practices to consistently increase active client accounts and growth
- Engage clients proactively to ensure revenue retention and expansion
- Address Escalated issues from clients, invited carriers, and debtors.
- Specifically, the requests, complaints, and product related bug reports or feature
- requests that our CS, sales, or Operations teams.
- Attempt to address or solve the clients’ issues. De-escalate when necessary.
- Documenting the situation and steps taken to address.
- Maintaining a cool mind and consultative approach with the goal of retaining the client’s business and providing a world class experience.
- Escalating to Management when it becomes necessary.
- Will assist the Customer Success team in (but not limited to) the processes below
- The invited carrier processes.
- Inbound Call Centers and ensuring adequate coverage during business hours.
- Inspecting & Verifying Financial Documents.

**QUALIFICATIONS**:

- 1+ year experience working for a trucking company, freight brokerage, or transportation company in carrier operations.
- Experience processing & inspecting transportation related paperwork like BOL’s, POD’s, Invoices, etc...
- Possess a functional understanding of carrier operations related to detention,
- layovers, fuel advances, & the process of invoicing both direct shippers & brokers.
- o Familiarity with FMCSA regulations governing Carrier/Broker Operations & industry
- sites like Safter & Carrier 411
- Background in Customer Support, Customer Success, or Sales in a client facing role.
- Strong verbal and written communication skills in both English and Spanish.
- Excels at digital communication and process efficiency.
- Extremely tech savvy with the innate ability to train and troubleshoot technical issues on
- mobile devices & PC’s with non tech savvy users verbally and/or via video call.
- Excellent ability to switch between internal tasks and customer communication.
- Strong analytical mindset, follow-through, and drive to be the best.
- Awesome attention to detail and focus on being highly organized.

**Computer skills required**:

- Google Docs & Sheets
- Slack
- Dialpad or VoIP phone system experience
- HubSpot (or similar CRM experience)

**What we offer**:

- Inclusive environment
- Daily breakfast
- Food and transportation Bonuses
- Health Insurance Coverage (Plan Complementario Sura or EMI)
- Gym Membership & active rest
- Professional and Personal Growth Opportunities