Issue Resolution Representative
Description
The Issue Resolution Representative is the entry level role within MoLo’s Issue Resolution Department. The Issue Resolution Representative works alongside the Issue Resolution team and is responsible for providing support throughout the entire lifecycle of escalated incidents, accessorials, and claims. As an Issue Resolution Representative, you are expected to manage information, so that internal and external systems reflect clear, accurate, and up-to-date incident or accessorial detail. You will collaborate cross functionally in an alignment with MoLo’s goal of delivering the best possible experience for our carrier and customer partners.
The Issue Resolution Rep is eligible to participate in 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 with loads
- Communicate internally and externally with carrier and customer groups
- Report overages, shortages and damages
- Ensure facility information is accurate within our TMS software
- 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 (handling 50-70 loads per day)
- 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)
Why MoLo?
- Casual and fun environment focused on teamwork
- Extensive industry and technology training
- Innovative career development program
- Competitive salary with quarterly bonus
- Comprehensive benefits package including 401(k) with company match
About MoLo:
Seeking better, doing better. Full of energy and constantly adapting. We are obsessed with growth. Growth of our company and growth of our employees. We’re an innovative startup, making a name for ourselves in the world of logistics. We pride ourselves on being transparent, personable and dedicated. Investing in our customers, carriers and employees is what differentiates us from the competition. Founded in 2017 with just three employees, MoLo boasts over 300 employees three years later. Located in the West Loop of Chicago. MoLo has an insatiable appetite for growth, relentless commitment to customer service and an incomparable work culture. Discover something different. Find your future at MoLo today.