Logistics Support Coordinator

Ascendo-Resources; Rockford (IL); On-site; USD 42,000 - 54,000; Full time

Job summary

Ascendo-Resources is seeking a Logistics Support Coordinator to handle high-volume inquiries, coordinate solutions with partners, drivers, and customers, and document investigations. The role focuses on maintaining service quality and timely issue resolution while adhering to company procedures.

The ideal candidate will have strong communication skills, prior administrative or customer support experience, and a basics in logistics or dispatching.

Qualifications

• High school diploma or GED.
• At least one year of administrative or customer support experience.
• Preferred: experience handling inbound customer service calls.
• Preferred: experience in logistics, transportation, dispatching, or related industry.

Responsibilities

• Manage high-volume inbound and outbound phone calls and email inquiries to ensure timely resolution of operational issues.
• Investigate service-related concerns, identify root causes, and coordinate solutions involving business partners, drivers, and customers.
• Mediate disputes and resolve escalated situations while maintaining professionalism and following established procedures.
• Provide guidance, education, and recommendations to business partners and drivers regarding operational procedures and best practices.
• Document service incidents accurately and maintain detailed records of investigations, resolutions, and follow-up actions.
• Develop and document corrective action plans when necessary, ensuring appropriate review and approval by management.
• Review and process settlement adjustments, including authorizing financial adjustments when appropriate.
• Communicate effectively with internal teams and external partners to ensure issues are resolved accurately and efficiently.
• Maintain compliance with company policies, procedures, performance standards, and quality expectations.
• Meet established performance goals related to customer service, productivity, accuracy, and issue resolution.
• Perform additional administrative and operational support duties as assigned.

Skills

Strong verbal communication

Strong written communication

Documentation and record-keeping

Problem-solving

Education

High school diploma or GED

Job description

Logistics Support Coordinator

Essential Duties and Responsibilities

• Manage high-volume inbound and outbound phone calls and email inquiries to ensure timely resolution of operational issues.

• Investigate service-related concerns, identify root causes, and coordinate solutions involving business partners, drivers, and customers.

• Mediate disputes and resolve escalated situations while maintaining professionalism and following established procedures.

• Provide guidance, education, and recommendations to business partners and drivers regarding operational procedures and best practices.

• Document service incidents accurately and maintain detailed records of investigations, resolutions, and follow-up actions.

• Develop and document corrective action plans when necessary, ensuring appropriate review and approval by management.

• Review and process settlement adjustments, including authorizing financial adjustments when appropriate.

• Communicate effectively with internal teams and external partners to ensure issues are resolved accurately and efficiently.

• Maintain compliance with company policies, procedures, performance standards, and quality expectations.

• Meet established performance goals related to customer service, productivity, accuracy, and issue resolution.

• Perform additional administrative and operational support duties as assigned.

Minimum Qualifications

• High school diploma or GED.

• At least one year of administrative or customer support experience.

Preferred Qualifications

• At least one year of experience handling inbound customer service calls.

• Six months or more of experience in logistics, transportation, dispatching, or a related industry.

Knowledge, Skills, and Abilities

• Strong verbal and written communication skills, with the ability to gather, retain, document, and relay important information accurately.

• Excellent problem-solv