All Jobs
All Jobs
Customer Service Lead - Bilingual English and Spanish LONG BEACH - WCTI

Customer Service Lead - Bilingual English and Spanish

Full Time • LONG BEACH - WCTI
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)
Compensation: $26.00 - $29.00 per hour




(if you already have a resume on Indeed)

Or apply here.

* required fields

Location
Or
Or
If no code provided, add their name instead.
Privacy Policy
WEST COAST TRANS ALLIANCE Powered by
Privacy Policy