Customer Support Specialist II - Uber Freight

What will the candidate do?

The Operations Coordinator is responsible for managing the end-to-end execution of freight shipments, ensuring on-time performance, accurate system updates, and exceptional customer service. This role plays a critical part in day-to-day operations by maintaining strong communication with customers, carriers, and internal stakeholders, as well as resolving service issues and supporting continuous improvement initiatives.

Key Responsibilities:

• Manage daily activities related to booking, dispatch, tracking, and delivery confirmation for both import and export shipments.
• Ensure all shipment details and references are entered accurately and on time in the TMS system.
• Coordinate customs documentation, transfers for cross-border shipments, and warehouse scheduling.
• Follow up on in-transit loads daily to confirm status and resolve exceptions proactively.

• Maintain clear and professional communication with customers regarding shipment status, delays, or any service issues.
• Send proactive status reports and respond to customer needs such as documentation, rate requests, or capacity issues.
• Coordinate internally to secure additional capacity during volume surges and escalate as needed.
• Build productive relationships with carriers and handle issue resolution promptly.

• Update AP/AR information in the system daily and ensure accuracy in billing.
• Investigate and resolve financial discrepancies related to detention, invoicing, and supporting documents.
• Work with the finance team to address unresolved billing items or missing documentation.

• Ensure the TMS system reflects accurate and up-to-date information for all active shipments.

• Participate in the follow-up and execution of new projects and continuous improvement initiatives.

Requirements:

• At least 6 months of experience in freight forwarding, logistics coordination, or 4PL operations.
• Strong organizational and multitasking skills in a high-volume, time-sensitive environment.
• Excellent communication skills (written and verbal), customer-focused mindset.
• Proficiency in TMS platforms and Microsoft Excel/Google Sheets.
• Attention to detail and ability to follow structured processes and documentation requirements.
• Team player with a proactive, solution-oriented attitude.