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Customer Care Capacity Support
hace 3 semanas
**Tucker Company Worldwide, Inc.**
Tucker Company Worldwide, Inc. is a family-held, third-generation corporation with a proud legacy of leadership celebrating its 60th anniversary in business. We believe in the importance of investing generously in our people, business, industry, and local community. Tucker Company is the oldest privately-held freight brokerage in North America, specializing in notoriously complicated freight, like temperature-controlled, oversized, and high-value, high-security shipments. We help transportation professionals for some of the world’s top brands ensure the safe, on-time delivery of their freight using carefully designed procedures, cutting-edge technologies, and award-winning service. Whether the shipment is oversized, delicate, high-value, or hazardous, we’re prepared to manage it with the utmost care.
Tucker Company serves on the board of the Transportation Intermediaries Association (TIA), chair the Highway Transportation Committee of the National Industrial Transportation League (NITL), and serves on committees in a variety of trade associations important to our customers to understand both our industry and our customers’ industries. We take great pride in moving high-touch, high-security freight in industries where reputation and track record are paramount.
**Role and Responsibilities**:
- Support corporate profitability, customer growth, and satisfaction by ensuring successful tracing of company freight and identifying potential service issues before they occur:
- Drive customer satisfaction by tracking assigned freight as determined by Operational Excellence Manager, or as dictated by customer need, to proactively identifying service issues and minimizing impacts to customers.
- In collaboration with capacity team, meet or exceed customer and company on-time goals or address underperformance with Senior Capacity Support Specialist and/or Operational Excellence Manager.
- Deliver excellent customer service by ensuring adherence to company processes and customer requirements.
- Maximize customer satisfaction, freight security, pro-active problem identification, and individual productivity but improving electronic visibility adoption and consistency.
- Demonstrate proactive and effective communication to ensure internal and external customers and carriers are aware of changes and issues before or as they happen.
- Leverage relationships with key carriers reduce service issues and improve service consistency.
- Consistently collaborates with Capacity, Customer Experience and Business Development to evolve strategies to increase customer satisfaction.
- Ensure Carrier Relationship Management tools are accurate and up to date.
- Begins to identify areas for improvement within Capacity Support Team to maintain quality on-time KPIs and consistently collaborates with Operational Excellence Manager, Capacity, Customer Experience and Business Development to recommend potential solutions for improvement.
**The Market & Tools**
- Lean, adopt, and leverage new technologies to effectively track more loads, more quickly and drive productivity. - Market Tucker’s carrier-facing tools to carriers and gather feedback to keep Tucker positioned as a “broker of choice” for carriers.
**Equal Opportunity Employment**
Tucker Company is dedicated to promoting and supporting diversity within our workplace. We provide an environment that promotes respect, integrity, teamwork, achievement, and acceptance regardless of age, disability, education, gender, gender expression, gender identity, job level, marital status, military status, national origin, parental status, pregnancy, race, religion, sexual orientation, socioeconomic status, or other protected factors. Tucker Company is committed to equal employment opportunities and providing reasonable accommodations to applicants with physical and/or mental disabilities. Equal employment opportunity applies to all policies and procedures relating to recruitment, hiring, compensation, benefits, promotion, termination and all other terms and conditions of employment. Employees are encouraged to discuss equal employment opportunity-related questions and issues with People and Culture. The Company does not allow any form of retaliation against individuals who, in good faith, raise issues of equal employment opportunity.
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