DSM & Driver Support I

ABC Supply Co. Inc. • Beloit, WI

1d • Onsite

About The Position

The Tier 1 Driver Services Support role serves as the primary point of contact for drivers and field operations, providing frontline assistance with compliance, ELD systems, and general driver-related inquiries. This position is responsible for issue intake, basic troubleshooting, and timely escalation, while ensuring adherence to FMCSA/DOT regulations and internal company policies.

Requirements

• High school diploma or equivalent
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• 1+ year of customer service, support, or operations experience
• Strong communication skills (verbal and written)
• Basic technical troubleshooting ability (mobile apps, systems)
• Strong attention to detail and organizational skills

Nice To Haves

• Experience in transportation, logistics, or safety/compliance
• Familiarity with FMCSA/DOT regulations
• Experience with ELD systems (e.g., EROAD or similar)

Responsibilities

• Serve as the first point of contact for driver inquiries via phone, email, or Servicenow system
• Provide timely, professional support for driver-related questions and issues
• Maintain clear, accurate, and service-focused communication at all times
• Log, categorize, and prioritize incoming driver inquiries
• Resolve routine issues using established SOPs and knowledge base articles
• Escalate complex or high-risk issues to Tier 2 Support or Compliance as appropriate
• Assist drivers with basic ELD troubleshooting, including: Login and access issues, Device connectivity and syncing, Application navigation and log certification
• Identify recurring issues or system outages and escalate to IT or leadership
• Provide standardized guidance on: Hours of Service (HOS) basics, Driver qualification requirements, Medical certification status and general requirements
• Direct drivers to appropriate resources when regulatory interpretation is required
• Accurately document all interactions, actions taken, and resolutions
• Maintain data integrity within compliance and Servicenow systems
• Ensure proper tracking of escalated issues through resolution
• Immediately escalate situations involving: Potential out-of-service (OOS) risk, Drug and alcohol concerns, Medical disqualification or expired certifications, System-wide technical issues or outages

Benefits

• Health, dental, and vision coverage - eligible after 60 days, low out of pocket
• 401(k) with generous company match - eligible after 60 days, immediately vested
• Employer paid employee assistance program
• Employer paid short term and long-term disability
• Employer paid life insurance
• Flex spending
• Paid vacation
• Paid sick days
• Paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED