Project Specialist

Old Dominion Freight Line, Inc.; Thomasville (NC); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Health benefits

Vision & Dental

Short Term & Long Term Disability

401k with match

Life Insurance

Tuition Reimbursement

Job summary

Old Dominion Freight Line, Inc. is seeking a seasoned Customer Service professional to support Special Projects. You will handle high volumes of calls and emails, identify customer needs, and drive solutions in a fast-paced transport environment.

You will collaborate with dispatch and operations, coach junior staff, and help meet on-time delivery goals while maintaining OD's service standards.

Qualifications

• High school diploma or equivalent.
• 5 years of customer service experience in a transportation company.
• Understanding of the trucking industry and how freight moves through the system.
• Strong phone and verbal communication skills with active listening.
• Ability to multitask, set priorities and manage time effectively.
• Excellent organizational and leadership skills.
• Proven negotiation abilities.
• Knowledge of performance evaluation procedures.
• Proficient in Office programs, such as Outlook, Excel, and Word.

Responsibilities

• Interact with customer by phone and email to provide information regarding Special Project shipping options.
• Assist less experienced employees with customer issues and help drive team performance.
• Manage large amounts of inbound and outbound calls and emails regarding Special Project services.
• Daily monitoring of special project shipments to meet specific delivery dates.
• Identify customers’ needs, clarify information, research issues, and provide solutions.
• Build sustainable relationships with customers, internal and external.
• Accept ownership for resolving customers’ issues, complaints, and inquiries.
• Keep the customer satisfied at the core of every decision.
• Work closely with central dispatch, managers, and operations to accommodate customers’ needs.
• Assist in hiring new employees and guiding staff in the Special Projects Department.
• Handle escalated issues and take over customer calls; ensure policy adherence.

Skills

Customer service

Phone skills

Leadership

Multitasking

Communication

Time management

Negotiation

Office suite

Education

High school diploma

Tools

Outlook

Excel

Word

Job description

At Old Dominion, we don't just move freight—we help businesses keep their promises. As one of the nation's leading LTL carriers, we've earned our reputation by putting people first, delivering premium service, and staying true to the values that have guided us for more than 90 years. Our PROMISES values shape how we work, our family culture shapes how we treat one another, and our commitment to being the Best in the Game drives everything we do. If you're looking for more than just a job, you'll find a career built on trust, teamwork, and opportunity at OD.Interact with customer by phone and email to provide information regarding OD Special Project shipping options and ensure the best customer service possible. Assist less experienced employees with customer issues and help drive team performance.Primary ResponsibilitiesManage large amounts of inbound and outbound calls and emails regarding Special Project services in a timely mannerDaily monitoring of special project shipments to meet specific delivery datesIdentify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives by following communication “scripts” when handling different topicsBuild sustainable relationships and engage customers, both internal and external, by going the extra mileAccept ownership for effectively resolving customers’ issues, complaints, and inquiriesKeep the customer satisfied at the core of every decisionWork closely with central dispatch, managers, and operations to accommodate customers’ needsAssist in the formulation of targets that optimize performance for individuals and teams and work to keep staff motivatedAssist in hiring new employeesAnswer questions from staff and provide guidance and feedbackHandle escalated issues and take over customer callsEnsure adherence to policies for attendance, established procedures, etc.Keep management informed on issues and problemsHelp organize and direct staff in the Special Projects DepartmentJob QualificationsEducation:High school diploma or equivalentExperience:5 years of customer service experience in a transportation companyUnderstanding of the trucking industry and how freight moves through the systemStrong phone and verbal communication skills along with active listening skillsAbility to deal with different types of personalities and effectively handle high-stress situations in a calm mannerAbility to multi-task, set priorities and manage time effectivelyExcellent organizational and leadership skillsProven negotiation abilitiesKnowledge of performance evaluation proceduresProficient in English; good knowledge of additional languages desiredProficiency with Office programs, such as Outlook, Excel, and WordWorking Days:Monday,Tuesday,Wednesday,Thursday,Friday,Working Shift:Shift and hours to be determined.Work days/shifts may change based on scheduling and business needs and are provided as guidelines at the time of posting.Join the OD Family Today!As a Full Time member of our Family, you and your family are eligible to receive:Great Health Benefits including a Zero premium medical plan for employee only coverageVision & DentalShort Term & Long Term DisabilityFlex Spending Accounts401k Retirement plan with company match and additional company annual discretionary match opportunityLife InsuranceWellness ProgramTuition Reimbursement for Drivers and TechniciansTraining and growth opportunities to build a careerWe prioritize our OD family of employeesAbility to advance through our promote from within philosophyNational Career Opportunities Available at our 260+ service centersOld Dominion Freight Line, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, and/or gender expression, sexual orientation, age, disability, pregnancy, genetic information, military status, Vietnam Era and/or veteran status, or any other characteristic protected by applicable law(s).If you have questions regarding this posting or require assistance with the application process, please click here for contact information.