Customer Support Coordinator - Enterprise

ArcBest; Fort Smith (AR); On-site; USD 25,000 - 33,000; Full time

Job summary

ArcBest is seeking a Customer Support Coordinator I - Enterprise to serve as the primary contact for day-to-day support and operational coordination for enterprise customers. You will gather information, monitor activity, and communicate updates to ensure timely issue resolution.

Responsibilities include coordinating with internal/external partners, analyzing inquiries for urgency, and maintaining customer communications in designated systems.

Qualifications

• Bachelor's degree preferred; experience considered in lieu.
• Experience in transportation or logistics preferred.
• Prior customer service experience preferred.
• Proficient with Microsoft Office Suite.

Responsibilities

• Provide day-to-day operational support for enterprise customers by coordinating customer needs, gathering information, and assisting with timely issue resolution.
• Support customer accounts by monitoring customer activity, identifying potential service impacts, and communicating updates to internal and external stakeholders.
• Coordinate with internal and external partners to support timely logistics execution.
• Evaluate customer inquiries and operational challenges to determine urgency and impact.
• Maintain knowledge of customer expectations, and support procedures to promote consistent service delivery.
• Gather, organize, and maintain customer communications, operational updates, and resolution activity in designated systems to support customer follow-up and service.
• Monitor assigned enterprise customer support activity and shipment-related exceptions to help identify trends, service obstacles, or recurring operational challenges.
• Follow established procedures while identifying opportunities to improve responsiveness, efficiency, and customer support outcomes.
• Partner with internal teams, and other business partners to support customer requests, account needs, and service execution.
• Provide timely follow-up on open items, escalations, and customer support tasks.
• Assist customers and internal users with customer-facing systems, and website access to facilitate enterprise customer support.

Skills

Active Learning

Customer Focus

Problem Solving

Effective Communication

Flexibility

Managing Priorities

Team Collaboration

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

Job Description

The Customer Support Coordinator I - Enterprise is responsible for supporting enterprise level customers by serving as a primary point of contact for day-to-day support needs and operational coordination. This position supports ArcBest customers by coordinating service needs, communicating timely updates, and assisting with the resolution of customer account-related scenarios.

Responsibilities

• Provide day-to-day operational support for enterprise customers by coordinating customer needs, gathering information, and assisting with timely issue resolution.
• Support customer accounts by monitoring customer activity, identifying potential service impacts, and communicating updates to internal and external stakeholders.
• Coordinate with internal and external partners to support timely logistics execution.
• Evaluate customer inquiries and operational challenges to determine urgency and impact.
• Maintain knowledge of customer-specific expectations, and support procedures to promote consistent service delivery.
• Gather, organize, and maintain customer communications, operational updates, and resolution activity in designated systems to support customer follow-up and service.
• Monitor assigned enterprise customer support activity and shipment-related exceptions to help identify trends, service obstacles, or recurring operational challenges.
• Follow established procedures while identifying opportunities to improve responsiveness, efficiency, and customer support outcomes.
• Partner with internal teams, and other business partners to support customer requests, account needs, and service execution.
• Provide timely follow-up on open items, escalations, and customer support tasks.
• Assist customers and internal users with customer-facing systems, and website access to facilitate enterprise customer support.
• Other duties and projects, as assigned.

Requirements

Education:

• Bachelor's Degree, preferred
• Experience will be considered in lieu of formal education.

Experience:

• Experience in the transportation or logistics industry, preferred
• Prior customer service experience, preferred

Computer Skills:

• Proficient with Microsoft Office Suite, preferred

Competencies:

• Active Learning
• Customer Focus
• Customer Support Operations
• Effective Communications
• Flexibility and Adaptability
• Managing Multiple Priorities
• Problem Solving

Other Details

Work Hours:

• Work hours vary based on scheduling to provide market coverage during normal business hours, generally Monday-Friday, 7:00 am - 7:00 pm. May include occasional irregular and weekend hours depending on workload.

Travel Requirements:

• Minimal

Compensation:

• This is an hourly position paid biweekly.

About Us

ArcBest is a multibillion-dollar integrated logistics company that's helped businesses build better supply chains for over a century. With 14,000+ employees across 250 campuses and service centers, we connect owned assets, a broad brokerage network and innovative technology to deliver end-to-end supply chain solutions for customers around the world.

Our people make the difference. From customer service and operations to technology, sales and logistics professionals, every employee plays a role in supporting customers and solving complex logistics challenges. It's the kind of people-first culture that's earned recognition as a Best Company to Work For by U.S. News & World Report and one of America's Best Employers for Company Culture by Forbes.

At ArcBest, you're part of a team grounded in our core values: Creativity, Integrity, Collaboration, Growth, Excellence and Wellness. Whether you're starting your career or bringing years of experience, you'll find opportunities to learn, grow and make an impact.