DSM & Driver Support I

ABC Supply; Beloit (WI); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

401(k) with company match

Paid vacation

Paid holidays

Disability insurance

Life insurance

Flexible spending

Job summary

ABC Supply is seeking a Tier 1 Driver Services Support to assist drivers and field operations with compliance, ELD systems, and inquiries. You will handle issue intake, basic troubleshooting, and timely escalation while adhering to FMCSA and internal policies.

Ideal candidates have 1+ year of customer service experience, strong communication, and basic technical skills. This on-site role offers growth opportunities and exposure to transportation regulations.

Qualifications

• Experience in customer service, support, or operations.
• Strong verbal and written communication skills.
• Basic technical troubleshooting ability with mobile apps and systems.

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.
• Log, categorize, and prioritize incoming driver inquiries and document actions taken.
• Escalate complex or high-risk issues to Tier 2 Support or Compliance as appropriate.
• Assist with basic ELD troubleshooting and system issues for drivers.

Skills

Customer service

Communication skills

MS Office

Tech troubleshooting

Detail oriented

Education

High school diploma

Tools

ServiceNow

Excel

Outlook

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 systemProvide timely, professional support for driver-related questions and issuesMaintain clear, accurate, and service-focused communication at all timesIssue Intake & Troubleshooting:Log, categorize, and prioritize incoming driver inquiriesResolve routine issues using established SOPs and knowledge base articlesEscalate complex or high-risk issues to Tier 2 Support or Compliance as appropriateELD & Systems Support (Level 1):Assist drivers with basic ELD troubleshooting, including:Login and access issuesDevice connectivity and syncingApplication navigation and log certificationIdentify recurring issues or system outages and escalate to IT or leadershipCompliance Support:Provide standardized guidance on:Hours of Service (HOS) basicsDriver qualification requirementsMedical certification status and general requirementsDirect drivers to appropriate resources when regulatory interpretation is requiredDocumentation & Recordkeeping:Accurately document all interactions, actions taken, and resolutionsMaintain data integrity within compliance and Servicenow systemsEnsure proper tracking of escalated issues through resolutionEscalation Management:Immediately escalate situations involving:Potential out-of-service (OOS) riskDrug and alcohol concernsMedical disqualification or expired certificationsSystem-wide technical issues or outagesQualifications:Required:High school diploma or equivalentProficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)1+ year of customer service, support, or operations experienceStrong communication skills (verbal and written)Basic technical troubleshooting ability (mobile apps, systems)Strong attention to detail and organizational skillsPreferred:Experience in transportation, logistics, or safety/complianceFamiliarity with FMCSA/DOT regulationsExperience with ELD systems (e.g., EROAD or similar)Benefits may include:Health, dental, and vision coverage - eligible after 60 days, low out of pocket401(k) with generous company match - eligible after 60 days, immediately vestedEmployer paid employee assistance programEmployer paid short term and long-term disabilityEmployer paid life insuranceFlex spendingPaid vacationPaid sick daysPaid holidaysEqual Opportunity Employer / Drug Free WorkplaceABC Supply values diversity and we actively encourage women, minorities, and veterans to apply.