Delivery Support Specialist
OneRail
- Orlando, FL
- Permanent
- Full-time
- 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.
- Ability to recognize and prioritize tasks based on urgency.
- Customer Service experience is required
- You must be located in Orlando, Florida
- Demonstrated skills managing multiple priorities across different platforms
- Ability to monitor and execute multiple tasks at any given time
- Quick decision-making skills
- Ability to adapt to fast-paced environment
- Computer proficiency with web-based applications
- Strong communication (written and verbal) skills
- Excited to be a part of a team environment
- Contact center experience preferred
- Multi-lingual preferred
- Competitive base compensation
- Health Insurance with generous company contribution (medical, dental, vision)
- Company-paid life insurance, short-term and long-term disability
- 4% 401K match with immediate vesting of Company match
- Continuing Education Opportunities
- Flexible/Open (Uncapped) Paid Time Off (PTO) Policy
- Generous Company-paid Holidays
- Standing desks
- Recreational and Video games
- Large breakroom and lounge
- Stocked kitchen and fridges
- Cappuccino machine
- Onsite restaurant and daily food trucks
- Onsite car detailing
- Onsite dry cleaning
- Ample free parking