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EMPLOYEE SPOTLIGHT—HELLEN DE LEÓN
PGT Services: Track and Trace Team Lead
The people who make up the PGT Services team are
vital to the success of both our company and our
customers. PGT Services is headquartered in
Sewickley, PA, but also has a Barranquilla, Colombia
office responsible for both carrier and customer
relationships. Our Track and Trace team is led by
Hellen De León, who first started as a Track and
Trace agent, but now leads the group. Here at PGT
Services we are dedicated to supporting every
employee by offering the necessary resources for
career advancement.
We spoke with Hellen De León to explore her pivotal position within PGT Services. We discussed her role in depth, how our Track and Trace team is significant to success, and her perspective on working in the transportation industry.
How long have you worked for PGT Services? What role did you start out in and where are you now?
“I have been working with PGT Services for 2 years and 6 months now. I started as a track and trace agent and after a year I was promoted to team lead of the track and trace team.”
In Hellen’s current role she makes sure all the loads have accurate and on-time updates. Additionally, she troubleshoots and informs account managers anytime carriers are not communicating in a timely manner, to resolve issues before they occur. In addition to her personal day-to-day tasks, Hellen trains new hires and
distributes the workload between all members of the team.
Each day, Hellen and her team work diligently to ensure they are gathering the most accurate updates from carriers. Hellen gave us a great snapshot description of exactly what her days look like:
“We all start by checking our emails to make sure we are updated on loads and prepared to not miss anything. Then, we call all the carriers that should be picking up loads that day to ensure everything is good and nothing is running behind. After that, we check in with our carriers that are set to deliver to confirm the drivers are going to be on time. Occasionally, an issue may occur, and if we do discover a problem, our goal is to find out as early as possible so the carrier solutions reps and account managers can find the best solution.” With this proactive approach to problem solving and ensuring success, the team delivers exceptional service each
day!
What is the most challenging part of your job?
Sometimes, we run into a driver who will not provide us with useful updates, which makes our job challenging since a large part is communicating with carriers. When this occurs, we encourage our team to make every effort to gather as much information as possible, while treating each driver with kindness and respect.
What is your favorite part of your job?
My favorite part of my job is my TEAM! I work alongside my coworkers every day, and we have all become great friends. In addition, I love being a part in helping eliminate the language barrier with the Spanish-speaking drivers/dispatchers in the transportation industry!
Hellen De León
Thank you, Hellen, for playing such a crucial role within our organization! Our PGT Services employees are devoted professionals, consistently providing outstanding service to our customers. We prioritize growth and are always looking to expand our team with great talent!
Interested in exploring a career at PGT Services?
