NFO Time Critical Specialist

Ascent On-Demand, Inc.; Belleville (MI); On-site; USD 25,000 - 39,000; Full time

Job summary

Ascent Global Logistics in Belleville, MI is seeking a Time Critical Specialist (NFO Desk) to support 24/7 operations. You will handle orders from entry through milestones, coordinating with clients, vendors, and internal teams to meet critical delivery times.

The role emphasizes exceptional customer service, quick email/phone responses, strict SOP adherence, and effective communication with leadership. You will monitor task logs, follow up on new orders within 10 minutes, and participate in

Qualifications

• High school diploma or GED required.
• Strong computer skills; proficient in Microsoft Office.
• Excellent customer service skills.
• Knowledge of US geography.
• Ability to work under pressure and multitask.

Responsibilities

• Provide professional service to customers and liaise with vendors and internal teams.
• Ensure shipments are processed per SOPs, tracking milestones.
• Escalate issues and communicate unusual events to leadership.
• Follow task logs and monitor status within 10-minute windows.
• Attend department meetings and assist in training.
• Copy leadership on all relevant emails.

Skills

Customer service

Multitasking

Organizational skills

Communication

Geography knowledge

MS Office (Excel/Word/Outlook)

Work under pressure

Education

High school diploma or GED

Tools

NFO systems

Job description

The schedules for this position are:Sunday - Thursday 06:00-14:00Sunday - Thursday 10:00-18:00Sunday - Thursday 12:00-20:00Sunday - Thursday 14:00-22:00Sunday - Thursday 22:00-06:00Tuesday - Saturday 06:00-14:00Tuesday - Saturday 10:00-18:00Tuesday - Saturday 12:00-20:00Tuesday - Saturday 14:00-22:00Tuesday - Saturday 22:00-06:00About AscentAscent Global Logistics, headquartered in Belleville, Michigan, is a leading global provider of expedited, time-critical logistics solutions and other direct transportation services. The company connects customers to its extensive carrier network, internal ground fleet and airline via its proprietary, digital PEAK freight marketplace, which provides robust carrier capacity and transparent pricing, backed by 24/7/365 logistics experts. Ascent’s offerings include air charter and ground expedited solutions as well as truckload, less-than-truckload, global forwarding, brokerage, and managed transportation services. The experienced Ascent team solves customers’ most challenging logistics needs by providing industry-leading service and top-tier satisfaction.Our Guiding PrinciplesAt the core of Ascent's culture is a strong commitment to excellence, driven by the passion and dedication of every team member. We're equally dedicated to going above and beyond for our customers, ensuring this commitment extends beyond our team and brings exceptional value to those we serve. We aim for perfect execution in everything we do and ‘play hard’ by creating an environment where tasks are performed with a can-do attitude from start to finish. We ‘play smart’ by delivering on our commitments in an honest, fair and ethical manner. We treat every person with whom we interface with the utmost dignity and respect. We understand that our teammates are our most valuable assets, so we ‘play together’ by making every effort to provide a professional and enjoyable experience, enabling careers to flourish and personal growth to be achieved.What You’ll DoThis job is focused on providing a professional service to customers and liaising with key parties including third party suppliers and other company offices. Ascent offers our customer’s worldwide services that meet our clients complete logistical and supply chain needs.The job of the NFO (Next Flight Out) Time Critical Specialist is very varied and no one day is ever the same as the team is operating 24/7. The NFO Desk Time Critical Specialist is responsible for tasks in each shipment, from order entry through each milestone of the shipments to ensure the team attains the critical delivery times and optimize overall on-time performance.The Time Critical Specialist has daily responsibility to ensure excellent service is delivered to our customers during all telephone/email and virtual contacts. They will provide professional service to customers and liaising with key parties including vendors, internal Ascent teams, and leadership.The Time Critical Specialist reports directly NFO Desk ManagerWorking as a Time Critical Specialist is a very varied role and involves liaising directly with clients, company leadership, Managers, other Ascent teams, vendors and carriers.The Time Critical Specialist with be responsible and work with leadership and fellow staff to ensure processing of shipment orders in accordance with established procedures and standards are successful.Administer the correct processes of each shipment, ensuring all SOP’s are followed properly in regard to order management and the set up and alerting of each shipment, tracking and communication.Escalate issues, errors and delays immediately per processes set forthComplete all appropriate training assignedTrain and learn new/revised Standard Operating Procedures (SOPs) and organizational policies.Communicate to the manager any unusual occurrences, emergency situations and any situation that could disrupt the level of operations and/or customer service.Communicate and document all service issues that may impact the next shift or requiring special attention to their team lead.Meet and exceed Ascent performance and productivity expectations including but not limited to phones, emails, and task managementFollow Task Logs and monitor for status being updated within a 10-minute windowFollow New orders and monitor for updating with in a 10-minute windowParticipate in regular department meetings, assisting in training and information rollouts as needed.Always copy Leadership on all emails and correspondence involving operations.Actioning emails and responses in less than 10 minutesAdhere to all phone protocols and performance standardsOther duties and responsibilities as assigned.What You’ll BringHigh school diploma or general education degree (GED)Strong computer skills and proficiency in Microsoft Office (Excel, Word and Outlook)Outstanding customer service skills required.Understanding of world geography and United States GeographyExperience with Next Flight out shipments, systems and vendor operations is strongly preferred.Ability to work under pressure and follow through on tasks.Ability to handle multiple tasks quickly and simultaneously.Excellent organizational skills, attention to detail and follow throughProven ability to communicate (verbal and written) effectively with direct staff, management peers and senior level management.Ascent’s Competitive Benefits401(k) and employer matchingLife InsuranceHealth, Dental, Vision InsuranceShort- & Long-Term DisabilityPaid Time Off (PTO)Employee Assistance ProgramPaid Parental LeaveEmployee Wellness ProgramPaid HolidaysEmployee Recognition ProgramsFlexible Spending Account (FSA)Tuition ReimbursementHealth Savings Account (HSA)Overtime, Differential & Bonus Pay