Domestic Customer Solutions Specialist
- Serve as a liaison between the ELS Dispatch team and assigned customers to deliver high-level communication and customer service.
- Manage and track shipments using ocean carrier, trucker portal, and terminal websites.
- Coordinate shipment arrival processes and delivery setups with the ELS Dispatch team, adhering to on-time expectations.
- Seek accessorial approvals in advance of movement to ensure proper financial controls and account profitability.
- Oversee ELS monitoring of container status, including Last Free Day (LFD), demurrage, detention, and the empty return process.
- Maintain EFL and customer-specific Standard Operating Procedures (SOPs).
- Ensure the ELS Dispatch team updates all shipment milestones in a timely manner for all customers.
- Attend weekly customer meetings and provide updates, procedures, and related documentation.
- Support management in creating reports for assigned customers as needed.
- Perform and maintain billing functions for assigned customers, ensuring file accuracy and profitability.
- Maintain ownership of active files from notification to billing, ensuring accuracy and timely execution by all parties.
- Perform any other duties as assigned by the manager.
- 3+ years of operations and freight forwarding logistics experience.
- Experience with CargoWise One is a plus.
- High achiever and self-driven, with excellent verbal and written communication skills.
- Understanding of port and air freight operations, container tracking systems, and industry terminology.
- Familiarity with LFD, demurrage, per diem, and accessorial charges.
- Ability to prioritize and multi-task in a fast-paced, changing environment.
- Excellent analytical, critical thinking, and problem-solving skills.
- Strong organizational skills and attention to detail.
- Ability to build strong relationships with both internal and external teams.
- Team player—flexible, hands-on, with strong interpersonal and time management skills.
- High school diploma required.
- Superior customer service skills with strong telephone and email communication.
- Proficient in Microsoft Office programs, including Excel and Word.
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