Logistics Support Specialist

OneRail•Orlando, FL

1d•Onsite

About The Position

Our Logistics Support Specialists are the driving force of OneRail. A Logistics Support Specialist is responsible for managing all aspects of shipping routes and delivery. This role is key to meeting our delivery promise to our clients. Additionally, a Logistics Support Specialist is responsible for responding immediately to customer questions and notifying them of any delivery delays. Attention to detail, efficient multi-tasking, and providing excellent customer service is essential in this position. OneRail is a leading omnichannel fulfillment solution pairing best-in-class software with logistics as a service to provide dependability and speed to help businesses meet their delivery promise. With a real-time connected network of 12 million drivers, OneRail matches the right vehicle for the right delivery so brands lower expenses and increase capacity to rapidly scale their businesses. This people-plus-platform approach features a 24/7 USA-based exceptions team who maintain a 98% on-time delivery rate. By optimizing fulfillment processes, reducing costs and improving order accuracy with store-shelf-to-doorstep visibility, OneRail is committed to empowering clients and improving the customer experience. OneRail was named to the Deloitte Technology Fast 500™ two years in a row, was ranked 19th in the 2025 FreightTech 25, named for the fifth year in a row to the FreightTech 100, was honored as one of Inc. magazine’s Best Workplaces 2023, was listed on Forbes’ lists of America’s Best Startup Employers for the last three years, was named to the Inc. 5000 two years in a row and was selected as the Last Mile Company of the Year for the 2024 SupplyTech Breakthrough Awards.

Requirements

Prior Customer Service experience is required.
Must have some logistic/dispatching experience.
You must be located in Orlando, Florida, and willing to work onsite at OneRail HQ (ZIP 32819).
Demonstrated skills managing multiple priorities across different electronic platforms.
Ability to monitor and execute multiple tasks at any given time.
Must posses decision-making skills the ability to quickly assess situations, determine action plans, and execute action plans.
Ability to adapt to fast-paced environment.
Computer proficiency with web-based applications.
Strong communication (written and verbal) skills.
Must be enthusiastic about working in a team environment.
Ability to handle multiple deliveries at once.
Ability to recognize and prioritize tasks based on urgency.

Nice To Haves

Customer service and industry/contact center experience strongly preferred.
Contact center experience preferred.
Multi-lingual preferred.

Responsibilities

Attend to high volume of inbound and outbound calls, emails, and chats.
Provide exceptional customer service to customers, couriers, and drivers.
Monitor the delivery lifecycle from courier acceptance to proof of delivery, including but not limited to - track and trace, problem resolution, customer communication.
Coordinate with our delivery partners according to availability and requirements to ensure delivery is executed in the most cost-effective way while meeting customer SLA.
Communicate with internal and external groups, especially on high priority loads and customers.
Solve customer and carrier problems and help resolve issues.
Communicate escalations on time in order for the issue to be resolved with the least amount of customer impact.
Demonstrate passion for excellence with respect to treating and caring for customers.
Assist with procedure optimization of scheduling deliveries from our clients.
Identify and communicate ways OneRail can continuously improve in its operations.
Complete order data entry and dispatch if needed.
Coordinate with couriers to track movements of deliveries.
Tracking drivers and fixing shipping errors.