Issue Resolution Representative
Description
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.
Main Responsibilities:
- 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
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 start-up culture focused on teamwork
- Transparent leadership with access to the executive team
- Extensive industry training program
- Innovative career development program with unlimited access to LinkedIn Learning
- Competitive salary with opportunity for variable compensation
- Opportunity for growth and internal advancement opportunities
- Employee resource groups: DE&I, Women of MoLo, Philanthropy, and Professional Development
- Comprehensive benefits package including, but not limited to, medical, dental, vision, life insurance, paid time off, paid parental leave, 401K with company match, student loan assistance, gym discount, pet insurance
About Us
Driven by passion. Driven to deliver. Driven for better. What drives you?
We are an innovative start-up, making a name for ourselves in logistics. We pride ourselves on being transparent, collaborative, and strategic. Investing in our customers, carriers, and employees is what differentiates us from the competition. We connect shippers who need to move their goods and the truck drivers that have capacity to haul those goods. We are at the core of the economy, moving hundreds of truckloads across North America every day. Founded in 2017 with just three employees, MoLo boasts over 400 employees four years later. We are located in the West Loop of Chicago and the heart of downtown Nashville. MoLo has an appetite for growth, relentless commitment to customer service, and an inclusive work culture. Discover something different. Find your future at MoLo today.
We are an equal opportunity employer and actively seek a diverse community of professionals: people of color, all genders, veterans, LGBTQIA+, etc.. We welcome people of all identities to apply!