At Echo we are committed to help our Associates grow their career. Apply today and grow with Echo!

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Echo Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics provider, we simplify transportation management for our clients and carriers, handling crucial tasks so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo connects businesses that need to ship their products with carriers who transport goods quickly, securely, and cost-effectively.

As part of the Shared Services department, you will be responsible for ensuring that Echo’s customers and partners are provided with world class customer service. Major responsibilities of this position include, but are not limited to: escalation resolution, proactive transportation management, communication of order specific requirements, data entry and relationship building. 

Responsibilities: 

Every task should focus on building valuable partnerships with customers, carriers and peers through proactive communication. Representatives are expected to demonstrate customer advocacy by offering efficient solutions which exceed expectations and limit risks.    

• Act as main point of contact for internal support team, carriers, customers and internal employees 

• Proactively prevent service failures and provide reliable follow through 

• Build relationships with internal and external partners through constant contact and advocacy 

• Resolve afterhours escalations which preserve Echo’s best interests 

• Identify trends, establish connections between issues and offer recommendations 

• Draw conclusions from relevant and/or missing information 

• Act as sole on-duty decision maker and resolution owner 

• Coach support team and help guide activities to meet department objectives 

• Leverage understanding of transportation modes (TL, LTL, Partial) to draft solutions 

• Provide seamless management of clients’ and carriers’ logistics operations 

• Actively welcome and pursue opportunities to build professional skills  

Qualifications: 

• 1 Year of experience in After Hours AE position within transportation/logistics industry with a strong full truckload background 

• Professional verbal and written communication required 

• Advanced customer service skills, prior escalation resolution experience required 

• Strong computer proficiency including Microsoft Office (Word and Excel) 

• Excellent time management skills, detail-oriented and proven ability to prioritize critical tasks 

• Bilingual a plus 

• If remote, requires reliable access to high speed internet connection (>10 mbps) 

• Autonomous decision making ability and adaptability to unique challenges 

Work environment/physical demands summary:

This job operates in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the work day. The employee is regularly required to sit, talk, or hear.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.