Special Projects Customer Success Specialist

Old Dominion Freight Line, Inc.; Thomasville (NC); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health benefits

Vision and dental

Disability insurance

Flex Spending Accounts

401k

Life insurance

Wellness program

Tuition reimbursement

Training and growth opportunities

Job summary

Old Dominion Freight Line, Inc. is seeking a full-time Customer Service Specialist in North Carolina. You will handle inbound and outbound calls and emails for Special Project services, ensuring timely information and top-tier service to customers.

You will build relationships with customers and internal teams, resolve issues, and guide less experienced staff. Qualifications include 5 years in transportation CS, HS diploma, and strong Office skills.

Qualifications

• Education: High school diploma or equivalent.
• Experience: 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 along with active listening skills.
• Ability to deal with different types of personalities and high-stress situations calmly.
• Ability to multi-task, set priorities and manage time effectively.
• Excellent organizational and leadership skills.
• Proven negotiation abilities.
• Knowledge of performance evaluation procedures.
• Proficiency with Office programs, such as Outlook, Excel, and Word.

Responsibilities

• Manage large amounts of inbound and outbound calls and emails regarding Special Project services in a timely manner.
• Daily monitoring of special project shipments to meet specific delivery dates.
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives by following scripts.
• Build sustainable relationships and engage customers, internal and external, by going the extra mile.
• 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 in staff guidance and feedback.
• Handle escalated issues and take over customer calls.
• Ensure adherence to attendance and established procedures.
• Keep management informed on issues and problems.
• Help organize and direct staff in the Special Projects Department.

Skills

Customer service

Phone communication

Active listening

Time management

Organizational skills

Leadership

Negotiation

English proficiency

Education

High school diploma

Tools

Outlook

Excel

Word

Job description

Old Dominion Freight Line, Inc. is seeking a full-time Customer Service Specialist in North Carolina. You will handle inbound and outbound calls and emails for Special Project services, ensuring timely information and top-tier service to customers.

You will build relationships with customers and internal teams, resolve issues, and guide less experienced staff. Qualifications include 5 years in transportation CS, HS diploma, and strong Office skills.