Department: Logistics Operations
Reports to: Manager, Logistics Operations
Location: On-site
FLSA Status: Non-Exempt (Hourly)
Logistics Support Specialist
Our Logistics Support Specialists are the driving force of OneRail. A Logistics Support Specialist is responsible for managing all aspects of shipping routes and delivery. This role is key to meeting our delivery promise to our clients. Additionally, a Logistics Support Specialist is responsible for responding immediately to customer questions and notifying them of any delivery delays. Attention to detail, efficient multi-tasking, and providing excellent customer service is essential in this position. Customer service and industry/contact center experience strongly preferred.
Responsibilities:
- Attend to high volume of inbound and outbound calls, emails, and chats.
- Provide exceptional customer service to customers, couriers, and drivers.
- Monitor the delivery lifecycle from courier acceptance to proof of delivery, including but not limited to - track and trace, problem resolution, customer communication.
- Coordinate with our delivery partners according to availability and requirements to ensure delivery is executed in the most cost-effective way while meeting customer SLA.
- Communicate with internal and external groups, especially on high priority loads and customers.
- Solve customer and carrier problems and help resolve issues.
- Communicate escalations on time in order for the issue to be resolved with the least amount of customer impact.
- Demonstrate passion for excellence with respect to treating and caring for customers.
- Assist with procedure optimization of scheduling deliveries from our clients.
- Identify and communicate ways OneRail can continuously improve in its operations.
- Complete order data entry and dispatch if needed.
- Coordinate with couriers to track movements of deliveries.
- Tracking drivers and fixing shipping errors.
Requirements:
- Prior Customer Service experience is required.
- Must have some logistic/dispatching experience.
- Contact center experience preferred.
- You must be located in Orlando, Florida, and willing to work onsite at OneRail HQ (ZIP 32819).
- Demonstrated skills managing multiple priorities across different electronic platforms.
- Ability to monitor and execute multiple tasks at any given time.
- Must posses decision-making skills the ability to quickly assess situations, determine action plans, and execute action plans.
- Ability to adapt to fast-paced environment.
- Computer proficiency with web-based applications.
- Strong communication (written and verbal) skills.
- Must be enthusiastic about working in a team environment.
- Multi-lingual preferred.
- Ability to handle multiple deliveries at once.
- Ability to recognize and prioritize tasks based on urgency.
Schedules We Offer:
- Our hours of operations are between the hours of 7:00am- 9:00pm (Monday- Sunday)
- Schedules Available:
- 5 - day work weeks with 1 weekend day off
- 4 - day work weeks with both weekend days required
Compensation:
All Logistics Support Specialists are paid hourly and begin at $22.00/hour with an additional $1.00/hour pay differential ($23.00/hour) for bilingual (Spanish/English) team members.