Mario Vergara

• Be the main point of contact to provide clients with updates on the statuses of their shipments as well as ETAs. (Daily reports, escalations, etc.)
• Work side by side with the carrier sales team to make sure coverage is secured and SLAs are made to provide the best possible customer service.
• Quoting / rate approval.
• Load building: Be responsible for building the shipments within our system when needed.
• Provide quick and concise resolutions to issues reported in transit (Lost vehicles, damaged units, Dry run requests, etc.)
• Excellent communication skills, both verbal and written.
• Skilled at working independently and collaboratively in a team environment.
• Worked well in a team setting, providing support and guidance.
• Resolved problems, improved operations and provided exceptional service.

Keep track of +100 shipments daily and report any issues to the broker and customer team promptly.

• Be the main point of contact for drivers and provide quick and efficient responses to any issues encountered in transit.
• Be responsible for interpreting data and providing logistic information to aid drivers / dispatchers.
• Be responsible for updating shipment statuses within our system.

• Provided timely and accurate responses to customer inquiries via phone, email, and chat, enhancing overall customer satisfaction.
• Managed customer accounts by updating information, resolving issues, and processing transactions to ensure seamless service delivery.
• Trained new staff on company policies and customer service protocols, fostering a knowledgeable team environment.
• Collaborated with team members to streamline communication processes and improve response times in handling customer complaints.