Agent Assistant

Agent Assistant - Ally Logistics

ABOUT ALLY LOGISTICS:
Ally Logistics is a U.S.-based third-party logistics (3PL) company headquartered in Grand Rapids, Michigan. Since 2012, we’ve been committed to creating the ultimate freight shipping experience by operating at the optimal intersection of people and technology.

As a full-service 3PL, we specialize in a wide range of freight solutions, including dry van, refrigerated, drayage, straight truck, open deck/flatbed, drop-trailer programs, warehousing, and more. Our diverse service capabilities allow us to support shippers across industries with flexible, reliable, and scalable logistics strategies.
We partner with skilled global talent to support our continued growth and operational excellence, ensuring our customers receive efficient, high-quality service at every step of the supply chain.

ROLE SUMMARY:

The Agent Assistant supports daily transportation operations by building and scheduling TL shipments in the TMS while ensuring timely same-day and next-day freight coverage across multiple equipment types. They will also handle account support by gradually taking on responsibilities such as requesting accessorial charges, and providing customer updates as needed.

Regular Weekly Schedule (40 hours): Monday – Friday: 8:00 AM – 5:00 PM Eastern Standard Time with 1-hour unpaid lunch break.

JOB DUTIES/RESPONSIBILITIES:
-Build and schedule TL shipments in TMS system, effectively and efficiently
-Manage same-day and next-day freight coverage - including dry van, refrigerated, and other equipment types
-Record and update in and out times in customer TMS systems for Enterprise accounts to support visibility and accuracy
-Dispatch drivers and perform proactive track-and-trace for Enterprise specific loads and lanes
-Extract and communicate critical customer updates to the internal team and, when appropriate
-Handle Account Support: Gradually take on additional responsibilities such as requesting accessorial charges, providing customer updates as needed and spot bidding on new shipments
-Optimize Operational Efficiency: Continuously seek out and implement improvements to streamline operations and enhance service delivery for the assigned account.
-Maintain Customer Relationships: Develop and maintain strong relationships with customers, addressing any concerns or issues promptly to ensure satisfaction.

KEY PERFORMANCE INDICATORS (KPIs):
-Build, book and set up tracking for any over the road shipments needed.
-Accurately building White Glove loads as needed.
-Updating customers at all key checkpoints in the shipment lifecycle.
-Actively seeking out additional roles as comfort levels grow.

REQUIRED SKILLS & QUALIFICATIONS:
-Minimum of 2 years of experience in logistics/3PL industry
-Minimum of 2 years of load booking experience, preferably straight truck & expedite shipments
-Experience with Sylectus preferred
-Strong written and verbal English communication skills
-Ability to work independently with minimal supervision.
-Strong problem-solving skills and attention to detail.
-Urgent mentality and strong organization skills

Access to:
-A reliable computer with high-speed internet
-Backup internet source (mobile hotspot or secondary line preferred)
-Webcam + microphone for Zoom calls
-Headset
-Professional remote workspace
-Ability to work U.S. business hours (EST)

Experience with:
-Outlook
-Zoom phone
-Slack
-Basic CRM or logistics platform

Additional Requirements
1. Technology & Equipment Requirements
-Reliable high-speed internet and computer
-Webcam + microphone for Zoom calls
-Quiet, professional workspace
2. Availability Requirements
-Ability to work U.S. Eastern Time
-Must provide advanced notice for planned time off
-Must maintain consistent communication (Slack responsiveness, email, etc.)