The purpose of this position is to provide customer support by communicating both in a friendly and professional manner, focus will be on scheduling orders accurately and within prescribed SLA timelines.  Escalating and reporting back to operations / sales with customer feedback, as required. ORDER ENTRY:  Monitor all incoming emails through the gxdispatch@gxts.com mailbox and respond in order of priority ensuring an initial acknowledgement response time of 15 min and a total resolution/ticket time as prescribed departmental targets. Determine the nature of the inquiry and respond as necessary (both internal and external customers) with accuracy as the main focus. Ensure records and systems are updated, as related to area of responsibility to ensure all business intelligence remains accurate and current. Track shipments with partner carriers, and update the system. CUSTOMER INTERACTION: Schedule pick up and delivery appointments, as requested by the Dispatch team. Save and classify paperwork in TMW imaging Coordinate with other Vision departments to resolve customer/internal inquires. Update client profiles in TMW, with any new customer details as notified by customer.  Add assessorial charges as necessary and communicate with Rates team. Update OS&D details in TMW and assign information to appropriate Vision team member. Follow up with customer on any issues that can not be resolved internally.