Job Description – Brokerage Highway Services Coordinator 

Department	Brokerage
Reports to:	Branch Manager
# Direct Reports:	0
Last Updated:	September 3, 2009

A. OBJECTIVE

The primary role of the Brokerage Highway Services Coordinator is to solicit new and existing truckload opportunities, through inside sales / telemarketing efforts from customers that are part of our national accounts list. The incumbent completes the load booking and dispatching process for highway shipments while consistently meeting and/or exceeding the customer’s price and service expectations.  The incumbent utilizes available carriers, focusing on maximizing margins and re-enforcing service expectations while building and maintaining relationships with new and existing carriers.

B. KEY ACCOUNTABILITIES

· Manage customer shipment requirements.

· Contact current and prospective customers and secure new lanes and business opportunities.

· Provide rates to customers that are competitive and maximize Wheels Clipper profitability.

· Meet customer requirements at every stage of the dispatching process by assuming responsibility for total customer satisfaction.

· Create profile and booking in the system, verifying pick-up and delivery information to insure completeness and achievability; set up billing/invoicing charges.

· Contact carriers in order to negotiate needed equipment, service expectations and rates.  Set up payable charges within the system.

· Negotiate any additional charges with carriers ensuring accuracy of information and obtain appropriate support documentation.  Update the system and notify the customer.

· Track and trace throughout the duration of an order.  Inform the customer of any issues and work to resolve.

· Take the lead in acknowledging and responding to inquiries from the customer and/or sales representatives on possible freight opportunities and provide a response within very tight timelines.

· Maintain existing and source new carriers and build strong relationships.  Review service failures with the carrier as well as discuss opportunities to enhance the partnership.

· Gather and input carrier compliance information to insure new carriers meet minimum standards.

· Update appropriate systems/documents to track customer/carrier requirements, contact information and communication.   

· Identify areas for improvement within the dispatch team environment and actively participate in continuous improvement initiatives including problem solving and issue resolution as required.  

· Understand current industry market conditions and communicate any carrier issues that might impact operations.

· Other duties and assignments as required. 

C. KNOWLEDGE AND SKILLS REQUIRED

Education and Industry Knowledge

· High school diploma. 

· 3 to 4 years experience in the transportation industry in a highway / dispatch role.

· Exposure to an asset based carrier environment is an asset.

· Strong understanding of carrier freight rate calculations and accessorial charges. 

· Strong knowledge of North American geography.

Technical Skills

· Proficient in Microsoft Office (e.g., Outlook, Excel, Word).

· Basic computer skills required in Excel i.e., data entry.

· Working knowledge of transportation management software (TMS).

Business Strategy Skills

· Strong negotiation skills.

· Dedicated commitment to providing superior, timely internal and external customer service.

· Strong interpersonal skills with the ability to communicate clearly and effectively in verbal and written form.

· Strong problem-solving and decision-making skills in a team environment.

· Highly organized with the ability to multi-task.

· Team cooperation and respect is required. 

· Available to work on call, i.e., 24 hours. 

Wheels Clipper Capabilities Knowledge

Understand and represent the full offerings potential of Wheels Clipper.

D. COMMUNICATION

Following are the key contacts the position deals with on a regular and recurring basis inside and outside Wheels Clipper:

Inside:

· Sales – Update on current status, equipment availability and rates. 

Outside:

· Carriers – Negotiate rates, availability and equipment.  Build relationships.

· Customer – Quote rates.  Schedule appointments.  Notify of highway fulfillment issues.

E. FREEDOM TO ACT

The incumbent is expected to provide transportation arrangements and as such has the freedom to commit Wheels Clipper resources for each booking.  The incumbent is free to arrange routes and rates within Wheels Clipper goals and guidelines but must seek pricing and routing approval from the Branch Manager prior to formalizing with the carrier or customer when the cost exceeds those goals and guidelines. 

.