Start a Watco Career and Discover the Difference
Keep the world's supply chain moving. That's what the Watco team does every day at our short line railroads, switching sites, terminals, ports, and logistics hubs. Whether you're at one of these locations or in a support-services role, there's one thread that ties everyone together. We're all on the same team. One Watco.
Here's what you can expect from Watco:
• Outstanding culture recognized by Forbes and Newsweek
• Competitive compensation and benefits
• Leadership and development programs offered through Watco University
• Career advancement opportunities
Job Summary
The Agent Support Assistant plays a crucial role in operational support for agent operations. It is essential for the Agent Support Assistant to provide customer service, administrative coordination, and shipment backing with comprehensive training to ensure independent agents have what they need to meet operations expectations. This position also plays a critical role in providing detail-oriented service to agents, encouraging team morale and performance, providing an environment with high motivation and positive culture.
Essential Duties and Responsibilities
• Serve as the day-to-day point of contact for independent agents, handling inbound calls and emails to assist with shipment entry, tracking, and basic troubleshooting
• Identify, document, and obtain systematic approvals for unexpected transit fees such as detention, layovers, liftgate needs, or LTL re-weighs to ensure accurate customer billing and protect agent margins
• Help with updating internal Transportation Management Systems (TMS) with accurate data, track & trace tasks, ensuring seamless communication between agents, shippers, and outside carriers
• Assist agents with critical administrative paperwork, including setting up new customers, verifying carrier documentation packs, and organizing freight paperwork requirements.
• Work collaboratively under the guidance of the Agent Support Manager to resolve minor operational hurdles, shipping discrepancies, or data entry errors with patience and urgency
Qualifications
• Prior logistics or freight exposure preferred
• Apply knowledge of organization, communication, conflict resolution, and time management skills
• Ability to learn new computer software systems inclusive of basic Microsoft Office (word, excel, outlook)
• Ability to work with others and be a positive influence on co-workers
• Utilize professional phone and email communication skills
• Effective customer service skills and the ability to service both internal and external customers
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form