Operations Center Specialist, Customer Service

FreshDirect; New York (NY); On-site; USD 38,000 - 42,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Health insurance

On-the-job training

Paid time off

Referral program

Vision insurance

Job summary

FreshDirect is seeking an Ops Center Specialist to support our customer service, transportation, and mobile operations teams. The role requires handling high-volume calls, resolving order issues, and communicating across departments.

Morning or evening shifts are available, with weekends required, in a fast-paced, team-oriented environment. Ideal candidates have call center experience, strong multitasking and problem-solving skills, and a high school diploma.

Qualifications

• Strong customer service, multi-tasking, and problem-solving skills.
• Minimum two years of overall work experience in customer service related business.
• Must be willing to work a flexible shift (evenings/weekends) with 6 AM or 4 PM starts.
• Must be able to work in a fast-paced environment.
• Must be detailed oriented.
• English required.
• High school diploma or equivalent.
• Call Center: 1 year experience.

Responsibilities

• Answer calls in a high-volume call center, answer questions about delivery status and/or services.
• Handle “at risk” customers with sensitivity and compassion; apply effective customer care techniques.
• Placing orders and correcting issues that may arise with orders already placed.
• Communicate professionally with internal and external partners, management, drivers and cross dock locations.
• Complete daily tasks using multiple systems, accounts, websites, and dashboards.
• Prioritize workload while multi-tasking and answering calls, emails, chats.
• Advocate for the driver/delivery teams to ensure daily in-field operations run smoothly.
• Identify technical issues and elevate to leadership.

Skills

Call center experience

Multitasking

Problem-solving

Teamwork

Bilingual a plus

Education

High school diploma or equivalent

Job description

Ops Center Specialist

The Operations Center works directly with our Customer Service Department, Transportation Department, and our Mobile Operations Team.

Brief Description

Ops Center Specialist

The Operations Center works directly with our Customer Service Department, Transportation Department, and our Mobile Operations Team.

This position will cover the 6 AM start time for the morning shift or a 4 PM start time for evening shift - both shifts will be 8hr days/5 days a week.

WEEKENDS ARE A MUST- PAY RATE is $18.50

Must Have Call Center Or Dispatcher Experience

Responsibilities

• Answer calls in a high-volume call center, answer questions about delivery status and or services.
• Handle “at risk” customers with a high level of sensitivity and compassion. Apply effective customer care techniques to manage each situation or escalated contact to a favorable outcome for both the customer and the company.
• Placing orders and correcting issues that may arise with orders already placed.
• Communicate (verbally and written) in a professional and effective manner with internal and external partners, management teams, drivers and other departments including those at cross dock locations.
• Complete daily tasks using multiple different systems, customer accounts, websites, and dashboards.
• Prioritize workload while multi-tasking and answering calls, emails, chats simultaneously.
• Advocate for the driver/delivery teams to ensure daily in-field operations run smoothly.
• Identify technical issues and elevate accordingly to the leadership and or management teams.

Education and Qualifications

• Strong customer service, multi-tasking, and problem-solving skills
• Prior dispatch/transportation experience a plus
• Must be willing to work a flexible shift (i.e. evenings/weekends) Morning shift will be a 6 AM start time and Evening shift will be a 4 PM start time; weekends are a must.
• Must be able to work in a fast-paced environment
• Comfortable working in a team environment
• Must be detailed oriented
• Must embody and demonstrate company values and culture
• Bilingual a plus
• High school diploma or equivalent
• Minimum two (2) years of overall work experience in Customer Service related business i.e. Retail, Call Center, Restaurant, etc.
• Must have a vast understanding of basic computer knowledge.
• Strong written and verbal communication skills required

Job Type: Full-time

Salary: From $18.50 per hour

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance

Shift

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift

Application Question(s)

• Do you have call center experience?
• Are you comfortable working in a fast paced environment?
• Are you comfortable using online platforms databases?

Education

• High school or equivalent (Required)

Experience

• Call Center: 1 year (Required)

Language

• English (Required)

Shift availability

• Day Shift (Required)
• Night Shift (Required)

Why choose FreshDirect?

We're a company that thrives on teamwork. Our evolution is driven by our passionate employees and investment in perfecting the technology that lets us deliver the highest-quality food. Our state-of-the-art facility creates an environment for innovation. We support our employees with on-the-job training for plant employees and drivers, team-building activities, workplace recognition opportunities, and by encouraging direct relationships with our suppliers in the field.

Great people deserve great perks. We offer comprehensive benefits, plus many workplace extras, including:

• A flexible and generous paid time off plan
• 20% off at freshdirect.com and significant markdowns at our employee market
• 24-hour access to the FreshDirect shuttle between our Bronx headquarters and the subway
• Regular events and barbecues for employees

As an EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER, FreshDirect does not discriminate against applicants or employees because of their race, color, citizenship status, national origin, ancestry, sex, gender, sexual orientation, age, religion, creed, marital status, veteran status, domestic violence victim status, familial status, or on any other basis prohibited by law. Furthermore, FreshDirect will not discriminate against any applicant or employee because they are disabled, a disabled veteran, or a veteran of the Vietnam era, provided they are qualified and meets the requirements established by FreshDirect for the job