The difference between Track and Trace Careers vs. Customer Service

Kathy Monroy
September 14, 2021

One of the most common misconceptions about track and trace careers is that they’re the same as customer service. The “track and trace” position plays an essential role within the entire supply chain, and it requires qualified professionals with outstanding communication skills to provide exceptional services for clients in the transportation and logistics industry.    

Customer care or support refers to employees providing users with relevant information about a product or service they’re acquiring, have just received, or will acquire. This is a crucial part of the process to boost buyer confidence in your potential customers. But this is very different from a track and trace representative. Even though track and trace reps are constantly on the phone, they’re speaking directly with drivers, getting their ETA’s and other crucial information, and uploading those pertinent details to the client’s systems.  

Four differences between track and trace careers and customer service

Let’s discuss four significant differences between these two vital positions.  

  1. Track and trace is not about first call resolution.

Customer service is usually a one-call process. The client calls for specific information, and the customer support employee responds, provides the information the client needs, and the communication ends there. For track and trace processes, communication is constant. It is all about ensuring the load being transported is delivered on time, resolving any issues along the way, building outstanding relationships between the company and the drivers, and helping all the parties involved have a seamless experience.  

  1. Track and trace is all about comprehensive communication and not as much about customer satisfaction.  

Asking the right questions and creating a seamless communication process instead of just receiving complaints is one of the key differences between these two positions. By obtaining the correct information, track and trace agents enhance and streamline the entire supply chain process. They become ultimately responsible for informing the company, as close to real-time as possible, all the details, statuses, challenges, or issues the transported goods may have.

  1. Track and trace reps get to understand the entire process and communicate with everyone involved.  

Constantly communicating with all parties involved is a significant portion of a track and trace representative’s day. They must not only speak with everyone involved but to verify and clarify the information. By asking the right questions, track and trace reps can resolve issues or ultimately avoid problems from happening in the first place.

  1. Creating relationships.  

Track and trace representatives are usually in contact with the same customers, carriers, and drivers. Having this constant contact allows them to create synergy and strong relationships with the people they communicate with. Even if communication is happening daily, weekly, or monthly, this close interaction helps the track and trace reps understand how the client works, the best ways to approach each issue and help resolve them.  

“Track and trace is at the core of all logistics operations, no matter how much you automate your operation, having great people who can put themselves in the driver's shoes will always generate added value.” - Esteban de la Ossa, Bucaramanga Branch Manager  


Both positions are essential for any business, but they are very different. A Track and trace career requires the employee to understand the industry they’re working with, build strong relationships with all the parties involved, communicate constantly, and be proactive enough to find the best solutions for any problems they may encounter along the way.  


Are you interested in hiring the best track and trace coordinators for your business? Contact our team and find out how our industry-savvy employees can boost your performance and provide exceptional results in no time.  



Kathy Monroy is an experienced Communications Specialist and Journalist. Driven to go above and beyond, Kathy produces high-quality content specializing in transportation and logistics, marketing, sales, and technology. Her goals include becoming an expert and an authority in her line of work, always providing her audience with the most relevant and useful information.

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