Road Assist Advisor
For 80+ years, Hirschbach Motor Lines has built a sterling reputation for delivering time and temperature sensitive freight. Today, the organization generates $1+ billion in revenue and has become the 2nd largest refrigerated carrier in North America, with company headquarters in Dubuque, Iowa. Hirschbach provides a breadth of services to our customers, and has a tenured history paired with a future of growth and opportunity.
In April of 2023 Hirschbach became a Certified Veteran's Business Enterprise (VBE) from the National Veteran-Owned Business Association (NaVOBA) as we are 51% owned, operated, and controlled by one or more U.S. military veterans.
Job Summary
The Road Assist Advisor is responsible for the coordination of non-scheduled repair assistance to operators throughout the United States. They direct vehicles to the nearest company service location or one of thousands of service providers in our computerized database. Following established guidelines the Road Assist Advisor will acknowledge a breakdown event and identify the best course of action to most efficiently and cost effectively resolve the mechanical issue. In addition, they will be aware of equipment OEM service networks, purchased component warranties and will seek to direct service plans that are most appropriate to the event.
Duties & Responsibilities
- Coordinates each road call breakdown.
- Updates and tracks when repairs are finalized.
- Documents and tracks units sent to dealerships.
- Documents each road call, and communicate statuses and repairs.
- Timely manages inbound communication with operators.
- Properly documents and notates requirements of each repair transaction.
- Reports both DOT and non-DOT accidents according to proper procedures.
- Records any issues encountered, especially those pertaining to cargo, OS&D, and injuries, then communicating them to operations, customers, and drivers.
- Generating current and accurate night and weekend reports according to the standard order process.
- Works closely with safety, maintenance, and operations to ensure operators comply with the policies and procedures of each department.
- Promptly answers phone calls, e-mails, voicemails, and other questions from co-workers, customers, and drivers.
- Maintains positive customer, driver, and carrier relations.
- Other duties as assigned.
Talent Requirements
- High school diploma or equivalent, paired with relevant professional experience.
- Bachelor's Degree in Transportation/Logistics/Supply Chain, or a related field is preferred.
- Ability to process information with high levels of accuracy and energy.
- Ability to multi-task and prioritize workload.
- Computer proficiency and ability to navigate between multiple programs.
- Demonstrates an "All In to Win" attitude and displays self-motivation and a strong desire to learn within an unpredictable and demanding environment.
- Experience using AS-400, Peoplenet, Electronic Logbooks, and Netgraf effectively is preferred.
There are two schedule options available for the Road Assist Advisor position:
- 4 days on/4 days off, 6:00pm-6:00am
- Tuesday - Friday (4 days on/3 days off), 6:00pm-6:00am
Pay & Benefits
- 4 day work week
- $4,200/annual shift differential
- Opportunity to earn bonus incentives!
- Full comprehensive benefit plan, includes medical, dental, vision, company paid disability and life insurance, and more voluntary elections!
- 120 hours of Paid Time Off earned on your first day!
- 160 Work From Home Hours after 1 year of service
- 401(k)
EOE. Offer of employment in contingent upon successful completion or pre-employment drug screen and background check.