Carrier Account Manager -Portuguese speaking
Trax
Barreal de Heredia,
hace 6 días

Role Description

Trax Technologies provides cloud-based solutions and services to automate and manage freight invoice auditing and payment processing for buyers and sellers of logistics services.

The Trax platform enables companies to optimize supply chain performance through greater visibility into their logistics ecosystem and predictive analytics based on over 1 billion logistics transactions from all industries, modes and countries.

Trax operates on a global scale with offices in the U.S., Latin America, Asia, and Europe.

The Carrier Account Management (CAM) team at Trax Technologies are the primary point of contact for Logistics Service Providers (LSPs) that work with Trax and our clients globally.

They leverage the Trax system and maintain relationships with our LSP partners to proactively manage LSP data quality and invoice compliance.

Currently we require a team member who is fluent in Portuguese for our clients.

Acting on behalf of Trax’s customers, the CAM team are responsible for the effective triage and resolution of concerns and issues during the invoice settlement process.

They work with multiple data sources to ensure that invoice submissions are accurate and safe to pay.

The Carrier Account Manager is part of a team, reporting into the CAM Team Lead, who are responsible for a pre-defined set of Trax customers and related LSPs.

CAM’S partner with Customer Relationship Managers, who are responsible for the overall Trax relationship.

Responsibilities

  • Quickly develops a deep understanding of assigned LSP and Customer processes, and how these are met within the Trax system
  • Builds relationships across LSP partner organizations, serving as a subject matter expert on their assigned LSP
  • Actively manages assigned LSP accounts, providing timely assistance and / or guidance to LSPs on how to resolve billing concerns or issues
  • Provides reconciliation reports and exception analysis to assigned LSPs in line with agreed schedule, holding calls with LSPs and Trax Customers to discuss and expedite dispute resolution
  • Owns the LSP issue / action tracker, working closely with shipper, carrier and operations teams to understand issues and drive root cause resolution
  • Ensures strong reasoning provided for all Audit decisions, in line with ISAE requirements; accountable for the accurate and timely delivery of analysis and reports
  • Manages LSP KPIs and Metrics with the goal of ultimately increasing overall customer satisfaction with Trax products and services
  • Participates in monthly LSP Business Reviews for assigned LSPs
  • Monitors SLAs and Cycle Times to ensure that actions and reports are delivered on-time and invoices are paid in a timely fashion
  • Proactively identifies risks or process gaps to the CAM TL, ensuring that mitigation plans are in place, working to resolve or escalate issues a timely manner
  • Acts as an advocate for continuous improvement, identifying opportunities and efficiencies in the CAM role
  • Experience

  • Proven ability to quickly earn the trust of customers, building strong working relationships; resolve conflict and deliver tough messages with skill
  • Ability to navigate a highly matrixed organization effectively
  • Solid analysis skills; experienced in using data from different sources to identify and resolve issues; comfortable working on large Excel data sets
  • A natural problem solver who likes to ask questions, do research and dig deeper
  • Experience working with clients in multiple countries (via telephone and email)
  • Focused and versatile team player that is comfortable under pressure
  • Ability to communicate with clarity, precision and confidence, both written and verbally
  • Strong organisational skills; able to prioritise work and adapt as priorities change
  • Self-motivated and driven, with a proven history of taking ownership and delivering results. Can work with minimal supervision
  • Ability to remove barriers and meet their objectives
  • Qualifications

  • Bachelor’s Degree in Supply Chain / Logistics / Finance or STEM related field
  • Fluency in Portuguese and English, both written and verbal.
  • 3+ years’ experience in a Customer Facing role, ideally with Logistics or Supply Chain experience
  • Knowledge of any of the following areas is a plus : Logistics Procurement, Rate Cards & Agreements, EDI / EDIFACT / XML, SQL, TMS systems
  • Advanced Excel and MS Office skills
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