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Trace Team Leader

Campbellsville, KY · Customer Service
Intelenet is seeking a Trace Team Leader on the Cargo Account! The Trace Team Leader is responsible for managing, motivating, and developing a group of associates.

Daily tasks will include:
  • Log into SAR/360 and check each HUB station for AWB’s to present to the conference call (Only on Mondays, must be present for the call Tuesday-Friday, or someone who can represent)
  • Check for new irregulars and process each one individually
  • Send emails to stations holding irregular freight to request updates; provide paperwork, update customers, and stations when freight returning.
  • Check responses from stations holding irregular shipments
  • Go through agent emails and look for issues or customer service failures
  • Answer personal emails from agents, management, CoC, etc
  • Collect daily information to provide the daily trace reports (Monday Only)
  • Publish daily trace reports (Monday Only)
  • Conduct the conference call with L&D/Trace agents at gateway stations (Monday Only)
  • Take requests from the conference call and follow up with alerts and/or station follow ups (Monday Only)
  • Complete checks for all Inactive AWBs on SAR to confirm Fault City is accurate
  • Assist on trace requests from customers
  • Check for issues and monitors that will need to be conducted by second and third shift trace agents
Additional ownership:
  • Check for any email requests from the Client
  • Investigate escalated matters provided by Client, TM, CSM, or COC
  • Complete tasks requested of the Client, TM, or CSM
  • Assist team members with questions or concerns
  • Conference Calls
  • Address errors as received
  • Provide Weekly 1:1 with each trace member
  • Provide Monthly feedback via PDR to each trace member
  • Monitor Agent performance and provide guidance and feedback
  • Hold weekly or bi weekly trace member roundtable to work out any concerns or provide feedback

  • Cargo experience required
  • Previous leadership or coaching experience strongly recommended
  • Knowledge of general office PC-based programs, including MS Word, Excel, PowerPoint, and Outlook.
  • High level analytical skills
  • Excellent customer communications skills, both oral and written

What can you do to elevate the team's success?
We're excited for you to apply an learn more! Apply today!!! Posting will close 12/10/18
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