DSM & Driver Support I

ABC Supply Co. Inc.; Beloit (WI); On-site; USD 37,000 - 52,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

401(k) with company match

Employee assistance program

Disability insurance

Life insurance

Flexible spending

Paid vacation

Paid sick days

Paid holidays

Job summary

ABC Supply Co. Inc. is seeking a Tier 1 Driver Services Support specialist to be the frontline contact for drivers and field operations. This role handles inquiries, basic ELD troubleshooting, and checks compliance with FMCSA/DOT policies.

You will log and prioritize requests, escalate complex items to Tier 2, and document all steps in Servicenow while maintaining accurate records. A high school diploma and strong communication skills are required.

Qualifications

• High school diploma or equivalent.
• Proficient in Microsoft Office Suite.
• 1+ year of customer service, support, or operations experience.
• Strong communication skills (verbal and written).
• Basic technical troubleshooting ability (mobile apps, systems).
• Strong attention to detail and organizational skills.

Responsibilities

• Serve as the first point of contact for driver inquiries via phone, email, or Servicenow system.
• Provide timely, professional support for driver-related questions and issues.
• Maintain clear, accurate, and service-focused communication at all times.
• Log, categorize, and prioritize incoming driver inquiries.
• Resolve routine issues using established SOPs and knowledge base articles.
• Escalate complex or high-risk issues to Tier 2 Support or Compliance as appropriate.
• Assist drivers with basic ELD troubleshooting, including login and access issues, device connectivity, and log certification.
• Identify recurring issues or system outages and escalate to IT or leadership.
• Provide standardized guidance on Hours of Service basics and driver qualification requirements.
• Direct drivers to appropriate resources when regulatory interpretation is required.
• Accurately document all interactions, actions taken, and resolutions.
• Maintain data integrity within compliance and Servicenow systems.
• Ensure proper tracking of escalated issues through resolution.
• Escalate situations involving potential out-of-service risk, drug/alcohol concerns, medical disqualification, or outages.

Skills

Customer service

Communication skills

Troubleshooting

Attention to detail

Organizational skills

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

ABC Supply is North America’s largest wholesale distributor of exterior and interior building products.

ABC Supply is proud to be an employee-first company. In fact, we have won the Gallup Exceptional Workplace Award every year since its inception in 2007, and Glassdoor has named us one of the best places to work in the country. Be part of a company that recognizes your talents, rewards your efforts, and helps you reach your full potential. At ABC Supply, we have YOUR future covered.

The Tier 1 Driver Services Support role serves as the primary point of contact for drivers and field operations, providing frontline assistance with compliance, ELD systems, and general driver-related inquiries. This position is responsible for issue intake, basic troubleshooting, and timely escalation, while ensuring adherence to FMCSA/DOT regulations and internal company policies.

Key Responsibilities:

Driver Support & Communication:

• Serve as the first point of contact for driver inquiries via phone, email, or Servicenow system
• Provide timely, professional support for driver-related questions and issues
• Maintain clear, accurate, and service-focused communication at all times

Issue Intake & Troubleshooting:

• Log, categorize, and prioritize incoming driver inquiries
• Resolve routine issues using established SOPs and knowledge base articles
• Escalate complex or high-risk issues to Tier 2 Support or Compliance as appropriate

ELD & Systems Support (Level 1):

• Assist drivers with basic ELD troubleshooting, including:
  • Login and access issues
  • Device connectivity and syncing
  • Application navigation and log certification
• Identify recurring issues or system outages and **escalate** to IT or leadership

Compliance Support:

• Provide standardized guidance on:
  • Hours of Service (HOS) basics
  • Driver qualification requirements
  • Medical certification status and general requirements
• Direct drivers to appropriate resources when regulatory interpretation is required

Documentation & Recordkeeping:

• Accurately document all interactions, actions taken, and resolutions
• Maintain data integrity within compliance and Servicenow systems
• Ensure proper tracking of escalated issues through resolution

Escalation Management:

• Immediately **escalate** situations involving:
  • Potential out-of-service (OOS) risk
  • Drug and alcohol concerns
  • Medical disqualification or expired certifications
  • System-wide technical issues or outages

Qualifications:

Required:

• High school diploma or equivalent
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• 1+ year of customer service, support, or operations experience
• Strong communication skills (verbal and written)
• Basic technical troubleshooting ability (mobile apps, systems)
• Strong attention to detail and organizational skills

Preferred:

• Experience in transportation, logistics, or safety/compliance
• Familiarity with FMCSA/DOT regulations
• Experience with ELD systems (e.g., EROAD or similar)

Benefits may include:

• Health, dental, and vision coverage - eligible after 60 days, low out of pocket
• 401(k) with generous company match - eligible after 60 days, immediately vested
• Employer paid employee assistance program
• Employer paid short term and long-term disability
• Employer paid life insurance
• Flex spending
• Paid vacation
• Paid sick days
• Paid holidays

Equal Opportunity Employer / Drug Free Workplace

ABC Supply values diversity and we actively encourage women, minorities, and veterans to apply.