Issue Resolution Representative
Issue Resolution Representative is the entry level role within MoLo’s Issue Resolution Department. The Issue Resolution Representative works alongside the IR Team and is responsible for providing support throughout the entire lifecycle of escalated incidents, accessorials, and claims. They are expected to manage information, so that internal and external systems reflect clear, accurate, and up-to-date incident or accessorial detail. IR Rep collaborates cross functionally in an alignment with MoLo’s goal of delivering the best possible experience for our Carrier and Customer partners. They are diligent in their attention to detail and efficient in completing their daily obligations.
Issue Resolution Rep will treat all members of the MoLo family (Customers, Carriers, and Colleagues) with the utmost respect and embody all MoLo core values.
Issue Resolution Rep reports directly to Manager, Issue Resolution.
Issue Resolution Rep is eligible for MoLo’s Individual Contributor Corporate Bonus Program which is paid out quarterly.
Daily tasks include but are not limited to:
Manage account specific POD and paperwork requests, resolve and close incidents, communicate internally and externally with carrier and customer groups, report OS&D activity, ensure facility information is accurate within TMS, and periodically audit loads for suspicious activity.
Advance Learning and Development Opportunities include, but are not limited to:
MoLo’s customer service etiquette, Issue Resolution best practices, Microsoft Office Skills
KPIs
- Incident per Day Management (50-70 IpD)
- Customer Accessorial Compliance
- Incident Age
- Time to Action
Requirements
What we’re looking for:
- Minimum 6 months experience in the third party logistics industry
- Strong communication and interpersonal skills, both written and verbal
- Attention to detail and exceptional organizational skills
- Self-motivated individual with proven issue resolution skills
- Ability to work in a fast-paced, collaborative and results driven environment
- Proficient in basic computer skills, including Microsoft Office (Outlook, Word, Excel)