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Company: Wallenius Wilhelmsen Group of Companies
Location: Carlisle
Posted on: May 3, 2021

Job Description:

Keen Transport, Inc. is currently seeking a qualified candidate to fill the role of Customer Care Coordinator within the Customer Service department at our Carlisle, PA office. This position is responsible for the flow of accurate information to all Facility, Operations and Assembly personnel within the company, as well as manufacturers and customers. This includes the collection and dispersal of information pertinent to timely pick up, transit, and delivery of freight, fulfilling customer requirements and following state and federal regulations pertaining to over-dimensional loads. This position is also responsible for the development and maintenance of customer accounts.

In this role as a Customer Care Coordinator you will:

  • Provide accurate and complete shipment information to customers as detailed by the order entry screen.
  • Review terms of payment with customers and advise of COD or prepayment requirements.
  • Advise Operations of special customer requirements such as airride equipment, tarps, use of nylon straps, etc.
  • Verify that all documents necessary for pick up or deliveries are completed and easily accessible.
  • Establish specific pick up or delivery times and advance notice of special requirements such as crane loading or unloading, scheduling work crews, special delivery arrangements for weekend or evening deliveries, pier appointments, or expiration of pier "free time."
  • Advise customers of damage or shortage on units and providing appropriate documentation so that KTI isn't held responsible. Also, advise Safety Department of cargo damage and assist in required resolution.
  • Advise customers of delays in pick up or during transit that could result in delayed delivery.
  • Contact customers on factory releases to determine if they are shippers or storage units and advising the facility of origin accordingly.
  • Provide directions and phone and fax numbers for pickup and delivery.
  • Complete entries in storage and inventory software when applicable, to include instructions and deadlines.
  • Update order information to indicate changes in weight or dimension resulting from assembly work performed, including quoted charges in order history.
  • Release loads from storage and update information as to their configuration, or other changes made from original release information. Advise rates department of changes that may affect price quote or driver pay.
  • Become familiar with and advise customers of special hauling restrictions including but not limited to the Maryland Engineering Fee or special city or bridge restrictions.
  • Become familiar with Keen trailers and equipment and its uses.
  • Advise dispatch immediately of load re-consignments and changes to rates or billing as a result.
  • Familiar with rates and billing procedures to direct or handle customer inquiries.

Additional Responsibilities include:

  • Ability to work with designated manufacturers and customers proactively and positively on product releases.
  • Data entry skills with exceptional attention to detail.
  • Professional and courteous telephone manners and patience. Ability to handle heavy customer contact each day throughout the day.
  • Strong organizational skills with the independent ability to prioritize work.
  • Must have problem resolution, decision-making, and general negotiation skills with customers.
  • Knowledge of geography and map reading ability.


  • High school diploma or equivalent with a focus on business and/or communication.
  • Previous customer service experience required.
  • Transportation experience preferred, but not required.
  • Previous exposure to or experience with TMW software would be helpful.
  • Ability to work Monday through Friday, 8:00a to 5:00p with a one-hour lunch break. Additional hours may be required during peak business periods.
  • Must be deadline oriented and able to work in a potentially stressful environment.
  • Ability to sit at a desk and computer and perform data entry tasks continually through each day.
  • Proficiency in Microsoft Office to include Word, Excel, Outlook, and Teams required.


Keywords: Wallenius Wilhelmsen Group of Companies, Ellicott City , Coordinator, Other , Carlisle, Maryland

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