Senior Carrier Services Associate

Total Quality Logistics; Cincinnati (OH); On-site; USD 40,000 - 46,000; Full time

Benefits offered by this job

Salary starting $19.50+/hr

Career growth potential

Benefits package

Health, dental & vision coverage

401(k) with company match

Discounts & wellness planning

Great Place to Work award

Job summary

Total Quality Logistics is seeking a Senior Carrier Services Associate in Cincinnati to serve as the first point of contact for customers, carriers, and internal teams. You will handle high volumes of inquiries, route issues to the right department, and maintain proactive communication to ensure quick, accurate resolutions.

Ideal candidates have 3+ years in a call center, leadership experience, and a passion for excellent service.

Qualifications

• 3+ years of call center or similar experience.
• 1+ year of leadership experience preferred.
• Proven ability to train and mentor junior employees.

Responsibilities

• Manage a high volume of inbound calls and emails.
• Resolve caller issues with urgency and professionalism.
• Document and manage tasks in internal systems.
• Provide updates to internal sales and support teams.
• Assist supervisor with leading shifts and coordinating workflows.
• Conduct quality audits and give feedback to employees.
• Serve as go-to knowledge resource for team members.

Skills

Call center/customer service

Leadership experience

Mentoring/training

Microsoft Office

Call routing software

Tools

Call routing software

Internal systems

Job description

About the role:

As a Senior Carrier Services Associate for TQL, you'll be a critical link between our customers, transportation partners, and internal teams. In this fast-paced, entry-level role, you'll be trained to excel as the first point of contact for general inbound phone calls and emails. We'll teach you how to assess each inquiry and situation and route the contact to the right TQL individual or department. Customer service is the foundation of TQL's success. In a business where speed, accuracy, and reliability matter most, our team sets the standard by delivering proactive communication, real-time problem-solving, and exceptional support. Every interaction is an opportunity to strengthen trust and reinforce TQL's commitment to being the industry leader in service excellence.

What's in it for you:

• Compensation starting at $19.50+ per hour with opportunity for annual merit increases
• Outstanding career growth potential
• Comprehensive benefits package
• Health, dental and vision coverage
• 401(k) with company match
• Perks including employee discounts, financial wellness planning, tuition reimbursement and more
• Certified Great Place to Work with 900+ lifetime workplace award wins

What you'll do:

• Manage a high volume of inbound phone calls and emails
• Help resolve caller issues and questions with a high sense of urgency and professionalism
• Document and manage all tasks in our internal systems
• Provide updates and communicate directly with the internal sales and support teams
• Assist supervisor with leading shifts and coordinating workflows
• Conduct quality audits and give appropriate feedback to employees
• Serve as go-to knowledge resource for team members when questions or difficulties arise
• Take escalation calls and assist management as needed

Who we're looking for:

• 3+ years of call center or similar experience required
• 1+ year of previous leadership experience preferred
• Proven ability to train and mentor junior employees
• Familiarity with Microsoft Office suite and call routing software
• You have a passion for delivering excellent customer service
• You maintain a calm, professional demeanor under pressure
• You communicate clearly and work well within a team
• You're organized, with a high attention to detail
• You have a strong work ethic with a history of reliability
• You are comfortable working in a fast-paced office environment

Where you'll be:

4289 Ivy Pointe Boulevard, Cincinnati, Ohio 45245

Employment visa sponsorship is unavailable for this position. Applicants requiring employment visa sponsorship now or in the future (e.g., F-1 STEM OPT, H-1B, TN, J1 etc.) will not be considered.