Customer Support Agent/Dispatcher

Quicksilver Express Courier-Colorado•Lakewood, CO

3d•$22 - $22•Onsite

About The Position

Quicksilver Express Courier is looking to hire a full-time Customer Support Associate who will also cross-train for a Logistics Coordinator Position. This is not a call center position. The ideal candidate is detail-oriented, reliable, and able to work well with others in a fast-paced environment.

Requirements

High school diploma/GED required
Strong knowledge of the metro and surrounding areas
Background experience in a customer support environment with problem resolution skills
Exhibit a strong attention to detail
Ability to work in a team environment in high pressure situations
Strong written and oral communication skills are essential
Ability to Multi-task in the areas of customer support and order entry
Must be reliable and punctual - maintain excellent attendance
Basic computer skills -- will use windows-based software
Basic to advanced typing skills - Minimum 34 words per minute
Capable of working in a fast-paced environment
Must be able to cross train in a logistics coordinator position

Nice To Haves

Call center experience or transportation experience preferred
PREVIOUS TRANSPORTATION EXPERIENCE PREFERRED, but not required

Responsibilities

Provide accurate and professional customer support
Incoming order entry via phone, email, web
Outbound calls to customers with delivery status
Provide problem resolution for customers and drivers
Accurate and complete documentation of all issues
Constant contact with other customer support associates and logistics coordinators
Multitask between order entry, monitoring delivery status, problem resolution, etc.
Other customer support and office duties
Ability to select best possible driver based on location, ability, vehicle specifications & current work load.
Ability to navigate upwards of 30 drivers simultaneously to complete more than 200+ expedited deliveries per day.
Continually analyze drivers and deliveries as the situation changes; provide alternative options for when plan A is disrupted.
Possess superior communication skills to quickly relay concise, detailed information to drivers, customer and office staff.
Ability to identify driver, customer & support staff errors & implement corrective action in a timely fashion.
Coach new drivers as part of their on-the-job training, providing additional instruction and guidance.