Client Support Analyst

RESPONSIBILITIES 

• Client Support Operations 
•  Support daily customer ordering activities
•  Manage all expedite requests through 24 Tracc by doing the following
  •  Send out for quotes and secure carriers
  •  Work with client and DC’s on most efficient shipping options
  •  Work with warehouses and DC’s to secure shipping appointments
  •  Track and monitor shipments from placement to delivery
  •  Communicate daily tracker of shipments
  • Provide monthly reporting and analysis
• Proactively monitor email and electronic (EDI) order flow to ensure activity is effectively managed 
• Identify and act on potential problem areas 
• Provide guidance as necessary on issue resolution 
• Coordinate first response activity to resolve emergency issues 
• Coordinate resolution of transportation operations supply planning, supplier and DC issues regarding: 
• Loading/Unloading 
• Appointments 
• Inventory availability 
• OS & D 
• Assist and substitute in the absence, when necessary, of the SCC’s 
• Train and mentor SCC’s within region 
• Manage items with special requirements for stakeholders 
• Manage business requirements during off hours, as needed 
• Document retrieval and preparation for domestic / international stakeholders 
• Performance 
• Utilize KPI’s and order analysis spreadsheets to identify DC’s that do not meet minimum performance requirements 
• Maintain Established Performance Levels for: 
• Armada Order Fill Rate 
• DC Trailer Utilization/Minimums 
• DC Order Change Rates inside 12 & 24 hours from Shipment 
• DC Initial Order Lead Time  
• Develop and maintain proper communication within the network 
• Escalate operational and performance issues as required to ensure desired service results are achieved 
• Coordinate with Transportation Operations, Account Managers, Field Services and DC’s to improve DC shipping and receiving location service levels

• Assist and support the development and implementation of corrective action plans as required 
• Participate in monthly DC service calls as necessary 
• Participate in supplier on-boarding calls as necessary 
• Attend other Operations Calls as needed. 
• Process Improvement 
• Analyze existing ordering processes for possible improvements and provide support for various implementation plans to effect ongoing productivity improvement. 
• Work to reduce year over year spend by managing total expedite shipment costs and preventable activities 
• Other related duties as assigned. 

SUPERVISORY RESPONSIBILITIES 

• May have direct Supervisory Responsibilities and provide support to Manager on the following: 
• Provide input for mid-year and year-end performance reviews for SCC’s.  Help to recommend individual performance goals for each SCC and work with SCC’s to develop yearly IDP’s. 
• Identify critical items and delegate pro-active monitoring to SCC’s. 
• Ensure proper follow up occurs on issues and critical items. 
• Maintain PTO calendar.  

QUALIFICATIONS (include education, certifications/licenses, experience, language, mathematical, computer, level of reasoning, physical demands and preferences (a plus) :  

Education and Experience Requirement 

Minimum: 

• 1-2 years experience in transportation, operations, and/or customer service OR 
• Bachelor’s degree in Business, Transportation, Supply Chain or Logistics 

Preferred: 

• Bachelor’s degree in Supply Chain or Logistics 

Experience: 

• Customer Service or Transportation experience with one or more of the following modes: LTL, Intermodal, temp controlled and dry truckload transportation preferred. 
• Supervisory skills.  

Language and Technical Skills Requirement 

• General understanding of business and transportation terms and concepts. 
• Proficient in Microsoft Word, Outlook, Excel required; Access, ERP/order management applications preferred. 
• Analytical and problem solving ability.  
• Ability to communicate effectively (verbal & written) with internal/external clients. 

  Physical Demands and Work Environment 

 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

• Work is usually performed in an office environment with normal noise levels. Involves prolonged sitting and computer usage. 
• Flexible work schedules per business requirements. 

Disclaimer 

This job description is not intended, and should not be construed to be, an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job.  It is intended, however, to be an accurate reflection of those principal job elements essential for making decisions related to job performance, employee development and compensation.  As such, the incumbent may perform other duties and responsibilities as required.  Its contents imply no contractual obligation and may be changed by the company at any time.