Customer Service Coordinator
Job description
Crude Trucking Customer Service Coordinator
Energy Transfer Partners - We are one of the largest Master Limited Partnerships with one of the most diversified portfolios of energy assets in the United States, totaling more than 71,000 miles of natural gas, crude oil, natural gas liquids and refined products pipelines, traversing 36 states with associated terminalling, storage and fractionation facilities.
The Customer Service Coordinator is responsible for a variety of tasks which include: utilizing Energy Transfer’s transportation management system (TMW) to facilitate dispatch information to numerous internal and external customers, troubleshoot potential issues between the driver’s mobile device (PeopleNet) and TMW, support an outsourced call-center, maintain system records, and analyze various reports to improve Crude Trucking KPIs.
Primary Responsibilities
The duties of this position include but are not limited to the following:
- Collaborate with customers, drivers, and field personnel to ensure that loads are hauled within Energy Transfer’s standard of service
- Troubleshoot communication errors between the driver’s mobile device and the TMW dispatch system to ensure the transmission of order and ticket data
- Analyze various reports, system/dispatch alerts, dispatch mapping tools, driver performance KPIs and other tools used to enhance fleet performance
- Utilize data to build reports to improve KPIs, identify and fix data issues, and provide information to business partners and management, etc.
- Resolve order-entry issues from outsourced call center to ensure that the ~1,100 daily load bookings meet customers’ and Energy Transfer’s expectations
- Update lease and order data with dispatch changes, carrier assignments, load requirements, etc. to ensure that information is correct in the dispatch system
- Identify and document defects within dispatch system and perform assigned test cases for system upgrades
- Assist during system outages where drivers are given order information; ensure that paper tickets are received for customer/ driver payment
- Resolve issues and address customer inquiries that may involve stakeholders like Regulatory, Ticketing, Crude Acquisition, Contracts, and Field Management.
Minimum Requirements
- Minimum requirement is High School diploma and 0-2 years dispatch or industry related experience
- Must exhibit flexibly to work weekends, holidays, on a rotational basis
- Must be a self-starter and able to work with minimal supervision, detail oriented
- Excellent computer skills in MS Office and various logistic applications
- Ability to organize, perform and prioritize various functions in a fast-paced environment
- Strong communications skills (verbal and written)
Preferred Experience
- Bachelor’s degree in Business, Logistics, Supply Chain or equivalent preferred
- Direct experience with dispatch and truck mobility suites
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