Clerk On-Road Support (Dispatch)

Loyalty360; Chicago (IL); Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated logistics coordinator to enhance customer service operations. This fully remote position involves managing customer inquiries, coordinating deliveries, and resolving issues with third-party providers. Ideal candidates will possess strong problem-solving abilities and excellent communication skills, thriving in a fast-paced environment. Join a company that values diversity and fosters a collaborative culture, offering opportunities for personal and professional development.

Qualifications

• Excellent problem-solving and communication skills are essential.
• Previous experience in customer service or call center preferred.

Responsibilities

• Manage escalated customer order issues and coordinate with gig partners.
• Provide first-level tech support for internal applications.
• Develop and maintain routing strategies for deliveries.

Skills

Problem-solving skills

Communication skills

Customer service experience

Ability to navigate software systems

Team-oriented mindset

Education

High School Diploma or Equivalent

Job description

Category/Area of Expertise:

Logistics

Job Requisition:

427705

Address:

USA-IL-Chicago-300 South Riverside Plaza

Store Code:

Last Mile Services (5157834)

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Primary Purpose:

The primary purpose of this position is to coordinate and support own-fleet and 3rd party deliveries, ensuring customer service and order-related issues are resolved promptly. Responsibilities include handling customer order status inquiries, coordinating order management with gig partners, and supporting drivers to maintain schedules and resolve delivery issues. This is a fully remote position. Applicants must be authorized to work in the U.S. full-time.

Duties & Responsibilities:

1. Manage Level 2 customer support on escalated order issues from Customer Care, including order status research and rescheduling with gig partners.
2. Support customers and store personnel by resolving delivery issues with 3rd party providers and rescheduling orders.
3. Serve as the main contact for own-fleet drivers, assisting with locating customers and resolving at-the-door issues.
4. Notify customers of late deliveries.
5. Update customer records regarding delivery issues, including credits for missing/damaged items, and ensure accurate billing and inventory management.
6. Escalate external gig driver issues to support partners for resolution.
7. Provide first-level tech support for internal apps and alert teams to trends affecting facilities.
8. Develop and maintain routing strategies.

Qualifications:

• Excellent problem-solving skills
• High energy and ability to work in a fast-paced environment
• Strong written and oral communication skills
• Knowledge of call center etiquette and first-call resolution
• Understanding of grocery and third-party delivery processes
• Team-oriented mindset
• Previous call center, dispatch, sales, or customer service experience preferred
• Ability to navigate multiple software systems
• Map reading skills and traffic pattern knowledge within ADUSA regions
• High School Diploma or Equivalent
• At least two years of relevant experience
• No travel required

#LI-SS1

Hourly Range: $19.50 - $24.38 - $29.25

At Ahold Delhaize USA, we value diversity, equity, inclusion, and belonging, and invest in our employees' wellness and growth. We foster a collaborative culture that encourages continuous learning, personal development, and professional advancement.