Customer Service Lead - Bilingual English and Spanish

Monitor and update Import (ETA, LFDs, Holds, Port Appointments) and Export (ERD, CUTs, Holds, Port Appointments) statuses using SSL and terminal websites. Manage the master shipment list, ensuring ERDs, ETAs, CUTs, LFDs, Holds, Port Appointments, and overall status are accurate.

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

West Coast Trans Alliance is seeking a Customer Service Lead to support to support our Asset division, West Coast Trans Intermodal. The Customer Service Lead plays a crucial role in being our first line of communication with our customers and drayage vendors. The Customer Service lead manages a team of Customer Service Representatives (CSR) to deliver exceptional customer service. They serve as the primary point of contact for pricing, special projects, and shipment updates. This individual must have a strong attention to detail, auditing charges and maintaining accuracy. The preferred candidate must be bilingual in English and Spanish. 


Responsibilities:

Customer Service:

• Monitor and update Import (ETA, LFDs, Holds, Port Appointments) and Export (ERD, CUTs, Holds, Port Appointments) statuses using SSL and terminal websites.
• Communicate updates promptly to customers and provide daily shipment status reports.
• Handle quoting for new customer opportunities and provide timely responses to rate inquiries.
• Manage customer service issues, escalating to Operations Manager when necessary.
• Inquire and pass along sales opportunities from existing clients to the Operations Manager 

Administrative Tasks:

• Maintain accurate pricing and quoting spreadsheets, ensuring the team is following the most up-to-date rates. Add accessorial charges (Detention, Stop-off, Dry run, etc.) as reported.
• Manage the master shipment list, ensuring ERDs, ETAs, CUTs, LFDs, Holds, Port Appointments, and overall status are accurate.
• Upload PODs, in-gate/out-gate tickets, and related documents to the correct load records.
• Maintain and manage relationships with drayage vendors
• Process incoming orders from All Customers, checking SSL and terminal status for each container.
• Send hold notifications (screenshots) to customers.
• Ensure all loads have ingate/outgate tickets uploaded before invoices are issued.
• Review WCTI daily reports and add new appointments to System’s as needed.  

Leadership:

• Lead and develop a team of remote CSR team
• Plan and direct daily workflow for CSR team
• Act as liaison between the Customer Service team and other departments
• Maintain a mentality of continuous improvement, always looking for ways to improve processes
• Own department projects and delegate work effectively between team members

Our Ideal Candidate:

• Must be bilingual in English and Spanish 
• 1-2 years of supervisory experience
• 1-2 years of customer service experience, preferably with a drayage trucking company
• 1-2 years of experience in billing and other administrative tasks
• Strong communication skills
• Ability to multi-task and strong attention to detail
• High School Diploma or Equivalent
• Authorization to work in the US
• Must be comfortable working at the truck yard in our mobile Container Office

Other Information:

• This position is 730a-430p M-F, located at our Container Office in Wilmington, CA. 
• This is an in-person role, 1 WFH day granted after training is complete
• The pay range for this position is $26-$29 an hour depending on experience

Benefits:

• Health, Dental, and Vision
• 401k Company Match
• Paid Holidays
• Paid Time off (PTO)