Track & Trace Coordinator

The Track & Trace Coordinator is responsible for monitoring and managing active transportation movements across AIM's transportation network. This role ensures that scheduled runs are executed on time, drivers and carriers are meeting service expectations, and any delays or service disruptions are communicated and resolved proactively.

The successful candidate will serve as a key communication link between Dispatch, Planning, Customer Service Representatives (CSR), Drivers, and External Carriers to ensure accurate, timely, and efficient transportation operations.

Key Responsibilities

Run Monitoring & Tracking

• Monitor all active transportation runs throughout the day.
• Track driver progress using Samsara GPS and other dispatch tools.
• Verify pickups, deliveries, swaps, removals, and live loads are completed according to schedule.
• Identify delays, route deviations, missed appointments, or service issues.
• Escalate operational concerns to dispatch and management when required.

Driver & Carrier Communication

• Maintain regular communication with AIM drivers and external carriers.
• Obtain status updates and estimated arrival times (ETAs).
• Ensure drivers have required information for assigned runs.
• Support resolution of driver and carrier challenges in real-time.

Service Recovery & Exception Management

• Investigate and resolve service interruptions.
• Coordinate rescheduling of missed or delayed services.
• Communicate service changes to Customer Service and Planning teams.
• Document operational exceptions and corrective actions.

Customer Service Support

• Provide accurate status updates on customer requests and scheduled pickups.
• Assist CSR team with transportation-related inquiries.
• Support proactive communication regarding delays or schedule changes.
• Help maintain a high level of customer satisfaction through timely and professional communication.

Data & System Management

• Update transportation management systems with real-time run status information.
• Ensure accuracy of transportation records and operational notes.
• Track service metrics and provide reporting as required.
• Assist with transportation KPI monitoring and operational reporting.

Operational Coordination

• Work closely with Dispatchers and Planners to ensure efficient resource utilization.
• Support daily transportation execution activities.
• Monitor service levels and identify opportunities for operational improvement.
• Assist during high-volume periods and provide cross-functional support when necessary.

Required

• Entry level or 1-2 years of experience in logistics, transportation, dispatch, or customer service.
• Strong organizational and multitasking skills.
• Excellent verbal and written communication abilities.
• Ability to work in a fast-paced environment and prioritize multiple tasks.
• Strong problem-solving and decision-making skills.
• Proficiency with Microsoft Office (Outlook, Excel, Teams).

Preferred

• Experience with transportation management systems (TMS).
• Experience using Samsara or GPS fleet tracking software.
• Knowledge of trucking, container transportation, or logistics operations.
• Experience working with customer service and transportation teams.

Key Competencies

• Attention to Detail
• Sense of Urgency
• Accountability
• Customer Focus
• Teamwork & Collaboration
• Critical Thinking
• Time Management
• Adaptability
• Communication Skills

Success Measures

The Track & Trace Coordinator will be evaluated on

• On-time service performance
• Accuracy of run monitoring
• Response time to service exceptions
• Communication quality with customers and operations teams
• Reduction in missed services and operational delays
• Accuracy of transportation status updates