Special Projects Lead - Freight & Customer Solutions

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

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.