NFO Time Critical Specialist

ascentgl; United States; On-site; USD 42,000 - 68,000; Full time

Job summary

Ascent Global Logistics, a leading logistics provider, seeks a Time Critical Specialist to support 24/7 shipment operations. You will manage orders from entry through milestones, liaise with vendors and internal teams, and ensure on-time delivery for time-sensitive freight.

Candidates should have a high school diploma, solid MS Office skills, and strong customer service. The role requires the ability to multitask under pressure and maintain strict SOPs to keep operations smooth and responsive.

Qualifications

• High school diploma or GED required.
• Strong computer skills and MS Office proficiency.
• Excellent customer service skills required.
• Knowledge of world geography and US geography.
• Experience with Next Flight Out shipments and vendor operations preferred.
• Ability to multitask and work under pressure.
• Strong organizational and follow-through skills.
• Proven ability to work in a fast-paced environment.

Responsibilities

• Provide professional service to customers and liaise with third-party suppliers and other offices.
• Support 24/7/365 operations to meet critical delivery times.
• Enter orders and monitor shipment milestones for on-time performance.
• Maintain SOPs and standardized processes for shipments.
• Escalate issues and communicate disruptions to leadership.
• Train and assist in SOP updates and policy changes.
• Communicate unusual occurrences to supervisors.
• Follow up on orders and update task logs within 10 minutes.

Skills

Customer service

Multitasking

Geography knowledge

Organizational skills

Under pressure

Education

High school diploma or GED

Tools

Microsoft Office

Job description

The schedule for this position is Tuesday - Saturday, 0800 - 1600 EST.

About Ascent

Ascent 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 Principles

At 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 Do

This 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 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 Supervisor

Working 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 forth

Complete all appropriate training assigned

Train and learn new/revised Standard Operating Procedures (SOPs) and organizational policies.

Communicate to the supervisor 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 shift supervisor.

Meet and exceed Ascent performance and productivity expectations including but not limited to phones, emails, and task management

Follow Task Logs and monitor for status being updated within a 10-minute window

Follow New orders and monitor for updating with in a 10-minute window

Participate 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 minutes

Adhere to all phone protocols and performance standards

Other duties and responsibilities as assigned.

What You'll Bring

• High 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 Geography
• Experience 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 through
• Proven ab