Freight Payment Specialist

Purpose/Job Function: The Carrier Support position must provide personalized service and excellence to each of our carriercontacts. This position is the primary contact for any carrier questions or concerns pertaining to invoice processing or website functionality. Essential Functions: Provide initial technical support to the carrier for carrier website concerns (troubleshooting, error messages, training for new contacts, etc.) Act as primary contact for carrier contacts through a dedicated mailbox for incoming carrier emails and dedicated line for incoming carrier calls Acts as a liaison between the carrier and internal departments with any request received. Research and/or direct carrier inquires or concerns within the company (as needed) in order to obtain resolution Communicate and work directly with other departments via email, helpdesk ticket, phone and face-to-face to communicate carrier needs and ensure that the best approach/action is taken. Initiate and manage helpdesk tickets Work as a team to maximize operational effectiveness and provide excellent customer service to our carriers. Assist carriers who have requested access to payment detail in our system. Communicate with carriers and Account Manager to resolve billing issues Recognize areas of opportunity and provide continuous improvement suggestions for both client specific and internal processes. Maintain a near expert knowledge of the needs of the client as well as how those needs are met within the architecture and daily routines within the AFS system/company Assist with miscellaneous office duties including scanning, faxing and emailing documents to carriers and internal teams. Performs other tasks as assigned by supervisor Qualification/Requirements: Must have strong organizational and "follow-up" skills Demonstrated ability to work as a team Ability to provide sound problem solving Exceptional communication, both written and verbal skills required Ability to pay excellent attention to detail Ability to work independently and with minimal supervision Strong computer skills with MS Office Software: Outlook, Word, and Excel Proficient in the use of typical office equipment including but not limited to fax machines, copiers, printers, office publishing equipment, etc. Education/Experience: High School Diploma or GED required Minimum of two years' experience in a customer service or related environment Knowledge of the transportation industry preferred #IND

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