Job Description

At Fountain City, we understand the importance of fostering a positive work environment that cultivates employee happiness, productivity, and dedication. Joining our team means you will have the support and resources needed to excel in your role and build a fulfilling career that you can take pride in.

Our mission – connect and serve. With an intentional focus on doing what is right every time and over time, our culture manifests itself in everything we do and everyone we interact with. Focused on connecting our customers, carriers and vendors with innovative solutions, we are here to serve YOU! If you’re looking for a team that will put your needs first, Fountain City is the perfect partner!

Job Description:

We are seeking a detail-oriented and proactive Operations Representative to join our team. The ideal candidate will help intentionally and strategically grow our intermodal service offering – ensuring operational excellence, a consistently high-quality customer experience and positive outcome for FCL. Identify existing intermodal opportunities within the current book of business, as well as assist and facilitate adding volume and teeing it up for success. Must be comfortable making decisions, owning workload and results, receiving and giving feedback in a constructive way. They will be responsible for ensuring smooth operations, timely appointments, and effective communication. The Operations Representative will also play a crucial role in keeping our records organized and up-to-date.

Key Responsibilities:

• Managing customer orders and determining best shipping method to meet customer’s expectations around service, timing and price
• Creating shipment records in TMS and IMDL carrier systems
• Scheduling appointments
• Rescheduling appointments and proactively communicating ETA’s for drivers late to a scheduled appointment time
• Inbox management – ensuring the inbox is easily navigable and all needed emails and documents are filed in the appropriate folder for easy and quick recall.
• Intermodal – primary point of contact for our intermodal providers
• Intermodal: Obtaining spot rates from carriers
• Intermodal: Assisting with intermodal bids
• Intermodal: Assisting with carrier selection
• Intermodal: Booking / Tendering / Dispatching shipments to carriers
• Intermodal: Daily tracking – maintaining up-to-date info in the TMS
• Intermodal: Communicating delays to all involved parties in a timely manner
• Intermodal: Mitigating and managing Accessorial charges – specifically Storage, Per Diem and Detention with the objective of having no charges. But working in tandem with both the Account rep and Settlement reps to make sure all charges are either disputed and waived by the carrier or accurately added to the shipment record in the TMS, and any corresponding billing back to the customer is accurately reflected in the shipment record.
• Intermodal – assisting with billing discrepancies / issues
• Intermodal – maintaining a service scorecard for our service providers
• Serve as the main point of contact between our company and our clients, building and maintaining strong relationships with all representatives.
• Communicate with clients in a personable, yet professional manner, ensuring a positive and effective working relationship.
• Proactively seek to understand client needs and anticipate potential issues before they arise.
• Respond promptly to client inquiries, providing accurate and timely information or finding solutions as needed.
• Maintain a strong relationship with clients, acting as a stronghold in their operations.
• Schedule appointments and set deadlines in a timely manner, ensuring that all parties are aware of and prepared for upcoming appointments.
• Update and maintain the company's portal with delivery and pickup appointments, and close out completed loads.
• Keep all records organized and up-to-date.
• Maintain a tidy inbox and promptly respond to relevant emails.

Qualifications:

• Proven experience in a customer service or operations role, preferably in the transportation or logistics industry.
• Strong communication skills, both written and verbal, with the ability to maintain a professional and personable tone in all interactions.
• Ability to quickly and efficiently solve problems and address concerns in a timely manner.
• Excellent organizational skills with strong attention to detail.
• Proficient in using various computer programs such as Microsoft Office and data management software.
• Ability to thrive in a fast-paced, high-pressure environment, and prioritize tasks effectively.
• A strong understanding of logistics and supply chain management processes.
• Proactive and self-motivated with a positive attitude and strong work ethic.

Requirements:

• Experience in Transportation and Logistics.
• Strong communication and interpersonal skills.
• Excellent time-management, multi-tasking and problem solving skills.
• Ability to work independently and as part of a team.
• Proficiency in CRM software and MS Office Suite.

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