Big Picture: The Load Tracker's role is to provide Western Flyer Express customers with a Best in Class Customer Service experience by meeting and exceeding customer expectations relative to Service and Communication. Duties and responsibilities are aligned with balanced goals of Safety, Production, Retention, and Customer Service

Essential Duties and Responsibilities, as needed:

• Responsible for developing customer account relationships while identifying and assessing needs to exceed customer expectations.
• Monitor and Maintain customer trailer pool requirements
• Report, monitor, and analyze performance of customer shipments to ensure service levels are met.
• Track and Trace customer freight daily and work with various operations departments to ensure service.
• Responsible for input and appointment setting/modifications of loads booked
• Maintain compliance with applicable company policies and procedures

Education and/or Work Experience Requirements:

• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
• Capability to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service; attitude should make customers look forward to dealing with Western Flyer even when the circumstances are not ideal.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
• Ability to seek and provide creative problem-solving and conflict resolution
• Excellent computer proficiency (MS Office – Word, Excel, and Outlook)
• 1 -2 years of Account Management or Customer Service experience: 2 years (Transportation preferred, but not required)

Physical Requirements:

• Ability to successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards, as applicable.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards, and company policy, as applicable.
• Must be able to talk, listen, and speak clearly on the telephone, and in person, sometimes in high energy/highly charged emotional situations.