LOC Agent Support Representative

CDS Logistics•Dundalk, MD

5d•$18 - $20•Onsite

About The Position

CDS Logistics & Home Services is seeking an enthusiastic, highly organized LOC Agent Support Representative to support daily operations within the Network Operations team. The role coordinates internal and external client requests, supports network agents, resolves issues, and maintains the integrity of internal systems data. The successful candidate performs quality work within deadlines, communicates professionally with internal and external customer groups, prioritizes tasks in consideration of organizational strategic goals, and works independently while coordinating with stakeholders. The position supports agents in successfully executing CDS programs at their facilities through relationship-building, coordination with Network Managers, and operational assistance. It includes monitoring agent boards and system DAWG reports, addressing incomplete tasks, supporting agent performance improvement, providing systems and process training, completing requested reporting, and assisting the LOC Customer Support team with customer issue resolution. The role has no supervisory responsibility. Little to no travel is expected. Work takes place in an office environment and may be near a warehouse; only trained personnel may access the warehouse while following safety procedures.

Requirements

High school diploma or GED.
1–3 years of experience in logistics operations support, such as customer service or account management.
Experience working with order management software.
Strong customer service skills.
Excellent verbal, written, and listening communication skills.
Excellent attention to detail.
Ability to accept and apply constructive criticism.
Strong organizational skills to manage multiple priorities and streams of information.
Analytical, resourceful, hands-on problem-solving ability.
Excel skills.
Ability to work well both independently and in a team environment.
Availability for occasional overtime.

Nice To Haves

Associate degree preferred.
Experience with Microsoft Office, including Word, Excel, PowerPoint, and email.
Logistics system experience.

Responsibilities

Set up and train network agents to execute CDS programs at their facilities, building relationships with agents and working with Network Managers.
Monitor assigned agent boards and system DAWG reports daily to identify incomplete tasks.
Coordinate with agents to complete outstanding activities, such as completing open orders and entering delivery dates, time frames, and notes; complete these activities when needed.
Lead daily agent issue resolution in coordination with Network Managers.
Plan and complete systems and process training or retraining for agent employees when necessary or assigned.
Communicate daily with Network Managers about struggling or underperforming agent locations and execute internal aspects of agent performance improvement plans.
Provide operations support within CDS systems to all agent locations.
Complete requested reports for locations for internal teams or customers.
Support the LOC Customer Support team with customer issue resolution at agent locations when requested.
Perform other duties as assigned.