Customer Support Associate/Logistics Coordinator - Arizona
About The Position
Quicksilver Express Courier is hiring a full-time Customer Support Associate who will also cross-train for a Logistics Coordinator position. This is not a call center position. The role supports customers and drivers while coordinating expedited deliveries in a fast-paced environment. Applicants must be reliable and work well with others. As a Customer Support Associate, the employee provides professional customer support, enters incoming orders received by phone, email, or web, contacts customers with delivery updates, resolves issues for customers and drivers, and documents issues accurately. The role requires ongoing coordination with other customer support associates and logistics coordinators, multitasking across order entry, delivery monitoring, and problem resolution, and performing other customer support and office duties. As a Logistics Coordinator, the employee selects suitable drivers based on location, ability, vehicle specifications, and workload; coordinates as many as 30 drivers handling more than 200 expedited deliveries per day; and continuously reassesses deliveries and drivers as circumstances change. The role involves communicating concise, detailed information to drivers, customers, and office staff; identifying and correcting errors; and coaching new drivers during on-the-job training.
Requirements
- High school diploma or GED.
- Strong knowledge of the metro area and surrounding areas.
- Background experience in a customer support environment with problem-resolution skills.
- Strong attention to detail.
- Ability to work in a team environment in high-pressure situations.
- Strong written and oral communication skills.
- Ability to multitask in customer support and order entry.
- Reliability, punctuality, and excellent attendance.
- Basic computer skills, including use of Windows-based software.
- Basic to advanced typing skills, with a minimum typing speed of 34 words per minute.
- Ability to work in a fast-paced environment.
- Ability to cross-train in a Logistics Coordinator position.
Nice To Haves
- Call center experience.
- Transportation experience; previous transportation experience is preferred but not required.
Responsibilities
- Provide accurate and professional customer support.
- Enter incoming orders received by phone, email, and web.
- Make outbound calls to customers with delivery status updates.
- Resolve problems for customers and drivers.
- Maintain accurate and complete documentation of issues.
- Coordinate with customer support associates and logistics coordinators.
- Multitask across order entry, delivery-status monitoring, and problem resolution.
- Perform other customer support and office duties.
- Select the best available driver based on location, ability, vehicle specifications, and current workload.
- Coordinate drivers and expedited deliveries, including navigating up to 30 drivers and more than 200 deliveries per day.
- Continuously analyze drivers and deliveries as situations change and identify alternatives when the original plan is disrupted.
- Communicate concise, detailed information to drivers, customers, and office staff.
- Identify driver, customer, and support staff errors and implement timely corrective action.
- Coach new drivers during on-the-job training by providing instruction and guidance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
