Delivery Support Specialist

Paraco Gas Corp•Town of Saugerties, NY

10h

About The Position

The Delivery Support Specialist is a key member of the Logistics Team and plays a central role in supporting daily delivery operations. The position manages customer communications, resolves delivery issues, and coordinates with internal departments to keep service running smoothly. The role requires strong judgment to clarify customer needs, assess urgency, and set appropriate priority for incoming delivery requests. The Delivery Support Specialist also handles delivery‑related escalations, investigates issues or delays, and addresses barriers that may affect field safety or delivery timing. By combining effective communication with operational awareness, this role provides critical support to routing and delivery teams and helps maintain a reliable, positive customer experience

Requirements

2+ years of customer service or customer‑interaction experience, preferably in delivery, logistics, or service environments; experience in the fuel industry is a strong asset.
Strong problem‑solving and critical‑thinking skills, with the ability to interpret information and make sound decisions quickly.
Ability to remain calm, organized, and focused during high‑volume periods and when handling urgent or sensitive situations.
Strong organizational skills, with the ability to manage follow‑ups, track open items, and maintain accuracy across multiple tasks.
Reliable work ethic and a collaborative, team‑oriented mindset.
Effective communication skills for interacting with residential and business customers, colleagues, and vendors.
Ability to read, interpret, and relay information from account documents, system records, and delivery history.
Proficiency in basic math, including percentages, and comfort working with numerical information.
Proficiency with Microsoft Office and standard data‑entry tools.
Availability Monday through Friday, with flexibility to work weekends or overtime when needed.

Responsibilities

Answer incoming calls, including the emergency line, in a professional and courteous manner.
Communicate with customers by phone, email, or in person regarding delivery questions, concerns, and requests.
Manage delivery‑related escalations, ensuring concerns are addressed quickly and professionally.
Provide clear updates and keep customers informed through full resolution.
Record complete and accurate notes for all customer interactions in system logs.
Monitor open issues, follow up proactively, and escalate to leadership when appropriate.
Assess the urgency of incoming requests to determine which deliveries require prioritization or immediate dispatch.
Apply a basic understanding of forecasting and customer usage patterns to support prioritization and reassure customers when appropriate.
Distinguish between routine requests, high‑priority needs, and true emergencies to support accurate triage.
Document priority decisions clearly to support follow‑through and operational visibility.
Investigate incomplete or delayed deliveries, identify barriers, and communicate causes and resolution plans to customers.
Relay information from drivers or technicians when field‑level issues arise, and work with customers to resolve barriers impacting safe delivery.
Research account details, delivery history, and prior notes to determine next steps.
Maintain ownership of assigned issues through final resolution