TOC CUSTOMER SERVICE ASSOCIATE

The TOC Customer Service Associate (CSA) supports the Transportation Operations Center's 24/7 operation by managing complex cases, performing track and trace, and conducting detailed door alert reviews and store order support. This role requires strong analytical and critical thinking skills to handle complex issues independently and provide data-driven results. CSAs maintain a portfolio of cases for follow-up and are integral to the team's ability to resolve issues that require advanced problem-solving.

Job Responsibility

Complex Case Management (65%)

• Independently manages complex cases, including tracking and tracing activities and door alert reviews.
• Uses critical thinking and analytical skills to assess, address, and resolve complex transportation and logistics issues.
• Conducts thorough store order support, independently reviewing each case to ensure it aligns with TOC procedures and best practices.
• Uses data insights to make informed, independent decisions that support operational efficiency and problem resolution.

Portfolio & Case Follow-Up (20%)

• Maintains and tracks a portfolio of ongoing cases, ensuring proper follow-up and timely resolution.
• Documents each case thoroughly in ServiceNow, with clear and accurate notes for consistency across shifts.
• Proactively addresses case details to minimize repeated issues and support operational effectiveness.

Team Collaboration & Communication (15%)

• Supports CSRs during high-volume periods, ensuring a smooth workflow.
• Offers mentorship and case support to CSRs on more complex inquiries.
• Promotes teamwork by communicating effectively and positively within the TOC.
• Collaborates with other shifts to ensure smooth transitions in the 24/7 operation.
• Actively participates in team meetings to discuss case outcomes and continuous improvement.

Job Qualifications

• Demonstrated strength in customer service and case management, with a track record of handling complex issues independently.
• Advanced analytical and critical thinking skills required for track and trace, door alert review, and store order support.
• Ability to operate with a sense of urgency, prioritizing tasks and ensuring swift resolution for time-critical cases.
• Proven communication skills, both written and verbal, with a focus on fostering teamwork and constructive dialogue.

Education/Experience

• High school diploma or GED required; associate degree preferred.
• 2+ years of customer service experience, ideally in logistics or transportation, with exposure to complex case management.
• Experience with CRM systems (e.g., ServiceNow) and strong problem-solving skills are highly preferred.

Work Where You Matter

At Dollar General, our mission is Serving Others! We value each and every one of our employees. Whether you are looking to launch a new career in one of our many convenient Store locations, Distribution Centers, Store Support Center or with our Private Fleet Team, we are proud to provide a wide range of career opportunities. We are not just a retail company; we are a company that values the unique strengths and perspectives that each individual brings. Your difference truly makes a difference at Dollar General. How would you like to Serve? Join the Dollar General Journey and see how your career can thrive.

Company Overview

Dollar General Corporation has been delivering value to shoppers for more than 80 years. Dollar General helps shoppers Save time. Save money. Every day. by offering products that are frequently used and replenished, such as food, snacks, health and beauty aids, cleaning supplies, basic apparel, housewares and seasonal items at everyday low prices in convenient neighborhood locations. Learn more about Dollar General at www.dollargeneral.com/about-us.html.