Logistics Support Specialist

OneRail; Orlando (FL); Sur place; USD 25 000 - 36 000; Plein temps

Résumé du poste

OneRail is seeking a Logistics Support Specialist to manage shipping routes and delivery coordination at our Orlando HQ. The role involves high-volume calls, emails, and chats, tracking deliveries, resolving issues, and ensuring customer satisfaction with timely communication.

The ideal candidate has prior customer service experience, some logistics/dispatching exposure, and strong multi-tasking in fast-paced environments. On-site work required in ZIP 32819.

Qualifications

• Prior customer service experience is required.
• Must have some logistic/dispatching experience.
• Contact center experience preferred.
• You must be located in Orlando, Florida, and willing to work onsite at OneRail HQ (ZIP 32819).

Responsabilités

• Attend to high volume of inbound and outbound calls, emails, and chats.
• Provide exceptional customer service to customers, couriers, and drivers.
• Monitor the delivery lifecycle from courier acceptance to proof of delivery, including but not limited to - track and trace, problem resolution, customer communication.
• Coordinate with our delivery partners according to availability and requirements to ensure delivery is executed in the most cost-effective way while meeting customer SLA.
• Communicate with internal and external groups, especially on high priority loads and customers.
• Solve customer and carrier problems and help resolve issues.
• Communicate escalations on time in order for the issue to be resolved with the least amount of customer impact.
• Demonstrate passion for excellence with respect to treating and caring for customers.
• Assist with procedure optimization of scheduling deliveries from our clients.
• Identify and communicate ways OneRail can continuously improve in its operations.
• Complete order data entry and dispatch if needed.
• Coordinate with couriers to track movements of deliveries.
• Tracking drivers and fixing shipping errors.

Connaissances

Customer service

Logistics dispatching

Contact center

Multilingual

Description du poste

Department: Logistics Operations

Reports to: Manager, Logistics Operations

Location: On-site

FLSA Status: Non-Exempt (Hourly)

Logistics Support Specialist

Our Logistics Support Specialists are the driving force of OneRail. A Logistics Support Specialist is responsible for managing all aspects of shipping routes and delivery. This role is key to meeting our delivery promise to our clients. Additionally, a Logistics Support Specialist is responsible for responding immediately to customer questions and notifying them of any delivery delays. Attention to detail, efficient multi-tasking, and providing excellent customer service is essential in this position. Customer service and industry/contact center experience strongly preferred.

Responsibilities

• Attend to high volume of inbound and outbound calls, emails, and chats.
• Provide exceptional customer service to customers, couriers, and drivers.
• Monitor the delivery lifecycle from courier acceptance to proof of delivery, including but not limited to - track and trace, problem resolution, customer communication.
• Coordinate with our delivery partners according to availability and requirements to ensure delivery is executed in the most cost-effective way while meeting customer SLA.
• Communicate with internal and external groups, especially on high priority loads and customers.
• Solve customer and carrier problems and help resolve issues.
• Communicate escalations on time in order for the issue to be resolved with the least amount of customer impact.
• Demonstrate passion for excellence with respect to treating and caring for customers.
• Assist with procedure optimization of scheduling deliveries from our clients.
• Identify and communicate ways OneRail can continuously improve in its operations.
• Complete order data entry and dispatch if needed.
• Coordinate with couriers to track movements of deliveries.
• Tracking drivers and fixing shipping errors.

Requirements

• Prior Customer Service experience is required.
• Must have some logistic/dispatching experience.
• Contact center experience preferred.
• You must be located in Orlando, Florida, and willing to work onsite at OneRail HQ (ZIP 32819).
• Demonstrated skills managing multiple priorities across different electronic platforms.
• Ability to monitor and execute multiple tasks at any given time.
• Must posses decision-making skills the ability to quickly assess situations, determine action plans, and execute action plans.
• Ability to adapt to fast-paced environment.
• Computer proficiency with web-based applications.
• Strong communication (written and verbal) skills.
• Must be enthusiastic about working in a team environment.
• Multi-lingual preferred.
• Ability to handle multiple deliveries at once.
• Ability to recognize and prioritize tasks based on urgency.

Schedules We Offer

• Our hours of operations are between the hours of 7:00am - 9:00pm (Monday - Sunday)
• Schedules Available:
  • 5 - day work weeks with 1 weekend day off
  • 4 - day work weeks with both weekend days required

Compensation

All Logistics Support Specialists are paid hourly and begin at $22.00/hour with an additional $1.00/hour pay differential ($23.00/hour) for bilingual (Spanish/English) team members.