EU Customer Operations US

Operations Coordinators need to ensure our shipments are appropriately and quickly scheduled and loads are tracked through the life cycle of the load. The execution of these functions is critical to our ability to maintain a high level of customer service.

Essential Functions:

• Responsible for setting and changing all appointment times in an efficient and effective manner.

• Expected to reschedule any missed appointments working with carrier, operations, and customer to communicate updated ETA’s.

• Have a firm understanding of when a reschedule is appropriate, and when it is problematic.

• Tracking and tracing all loads in transit ensuring drivers are on time for each phase of the load and working toward progressing the load.

• Must be able to effectively navigate and prioritize EMT, and other tracking resources to understand what loads need the most attention.

• Communicate in an effective and professional manner to all internal and external contacts.

• Call drivers/dispatchers until you get an answer on location and ETA.

• Responsible for connecting all tech enabled drivers to appropriate tech tracking channel.

• Expected to escalate any delays, scheduling challenges, or critical facility information such as shutdowns to Operations leadership.

• Understand how to execute on all online scheduling platforms, email formats, and customer TMS’s.

• Build and maintain relationships with facility contacts.

• Keep facility managers up to date by monitoring contact information, hours, and directions.

• Minimum of 70 Scheduling Activities (Requests and Inserts) daily

• Minimum of 25 Tracking Load Progressions daily

• Additional responsibilities as necessary

• Ability to be a strong team player by communicating openly and lending a helping hand when needed.

Competencies:

All Coyotes are expected to execute on their responsibilities, be accountable for their actions, communicate effectively, and show integrity in their work.

• Communication – You will be speaking with customers over the phone & face to face.

• Problem Solving – Ops Reps must be able to critically solve issues as they arise both internally and externally.

• Organization – Prioritization & time management are key

• Continuous Improvement - identifying, analyzing and improving operational processes to optimize performance and ultimately enhance the end user experience

Other Duties:

Please note Coyote positions are constantly evolving & job responsibilities will enhance as you grow in your career.  This document should be used as a baseline of expectations and may not include all daily responsibilities.

Work Environment & Physical Demands:

This position operates in a dynamic, fast-paced, professional office environment. This role routinely uses standard office equipment such as computers and phones. 

Do Well, Be Well

• Free access to LinkedIn Learning to grow in your profession and gain new skills.
• Comprehensive benefits package (Sport Package, Private Medical Care, group life insurance)
• Onsite English classes
• Free Fruit in the office
• Company events
• Diverse and Inclusive environment
• 14 employee-led Employee Resource Groups

Important Notice to US Applicants:

Coyote is an at-will employer. We are an Equal Opportunity Employer. Please view Equal Opportunity Posters provided by the OFCCP.