Track & Trace Representative

The Track & Trace Representative is responsible for executing shipment visibility and tracking procedures with accuracy, urgency, and professionalism. As a frontline support role for the Carrier Sales department, the Track & Trace Specialist provides real-time tracking updates, manages check-call compliance, and escalates service risks to ensure proactive communication is maintained. This position plays a critical part in maintaining service reliability, shipment integrity, and operational excellence across the 3PL network. This role performs routine assignments with increasing independence while developing a strong operational foundation for future growth.

Key Responsibilities:

Shipment Tracking & Monitoring

•Execute all required Track & Trace check calls according to SOP timing, including:

•Maintain accurate and timely updates in TMS, including driver location, ETAs, and milestone timestamps.

•Utilize tech tracking visibility data and follow SOP rules regarding when manual calls are and are not required.

•Update shipment statuses as they transition from Covered → Dispatched → Arrived at Pick-Up → Loaded → Arrived at Delivery → Delivered.

•Apply filters and search parameters in TMS daily to identify loads requiring tracking attention.

Communication & Coordination

•Serve as the primary point of contact for all tracking-related communication with carriers.

•Conduct professional check calls and emails to carriers, dispatchers, or drivers to confirm locations and ETAs.

•Support internal teams by ensuring visibility updates are accurate, complete, and timely to enable proactive customer communication.

Issue Identification, Documentation & Escalation

•Inform Carrier Sales and Operations teams of service risks, delays, or changes promptly and escalate as necessary.

•Document all problem events clearly, including ETA revisions and carrier-provided details.

•Follow all Track & Trace SOP requirements to support internal audit readiness.

Working conditions:

• Work schedule: Mon-Fri 7 am - 4 pm EST

• Competitive Salary in USD

• Remote mode of work

• 10+ business days of paid time off

• Team building and corporate events

• Equipment provided

• A supportive team

Required Skills & Experience

• 1–2 years of experience in logistics, transportation operations, or related customer service roles preferred.

• Experience with TMS platforms (Aljex preferred) and visibility tools such as Macropoint.

• Strong written and verbal communication skills, with the ability to gather and relay information professionally.

• Excellent attention to detail and ability to document information precisely.

• Ability to manage high-volume workloads and prioritize effectively.

• Proficiency in Microsoft Office (Outlook, Excel, Word).

• Ability to remain calm and solution-focused in fast-paced or high-pressure situations.

Competencies & Behavioral Expectations:

Customer Service Orientation

• Provides timely and clear communication that enables internal teams to deliver a positive customer experience.

Attention to Detail

• Maintains accurate shipment records, location updates, timestamps, and event logs in the TMS.

Problem Solving

• Identifies service risks quickly, documents issues with clarity, and escalates appropriately.

Collaboration

• Works closely with Carrier Sales, Operations Representatives, and leadership to maintain shipment integrity and service compliance.

Adaptability

• Thrives in a dynamic environment with shifting priorities and time-critical demands.

Accountability

• Takes ownership of tracking responsibilities and follows SOPs with precision to support operational excellence.