OBC Operations Agent

Ascent Global Logistics•Belleville, MI

2d•Hybrid

About The Position

An OBC Operations Agent performs day-to-day operational duties for Ascent’s On-Board Courier product. The role involves responding to emails, creating shipments in PEAK, quoting loads, tracking active shipments, and coordinating the services associated with each shipment. Agents work cross-functionally with the MX team using shared processes and are expected to maintain a high level of attention to detail and customer service while promoting Ascent’s Guiding Principles: “Play Hard,” “Play Smart,” and “Play Together.” The agent optimizes expedited activity by selecting the most appropriate transit mode for customer requirements; creates shipments from customer-provided information; prepares and communicates detailed quotes, including timing and costs; and coordinates timelines for trucking and airport ground-handling services. The role also includes monitoring milestones, identifying and escalating shipment issues, validating hand-carry documents, managing communication channels, and chronologically recording shipment events using standardized templates. Agents assist with audits and carrier evaluations and provide customer service tailored to each customer’s needs. The schedule is Tuesday through Saturday, 8:00 a.m.–4:00 p.m., or Wednesday through Saturday, 8:00 a.m.–6:00 p.m. The position is hybrid, with four days on-site and one flexible day.

Requirements

High school diploma or GED, or an equivalent combination of education and experience.
Ability to calculate figures and amounts, including discounts, interest, commissions, proportions, percentages, area, circumference, and volume, and apply basic algebra and geometry concepts.
Ability to solve practical problems and handle concrete variables in situations with limited standardization.
Ability to interpret written, oral, diagram, or schedule-based instructions.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence and speak effectively to customers or employees.
Basic geography knowledge of the United States, Mexico, and Canada, including states, provinces, and major cities.
Detailed organizational skills.
Strong verbal and written communication skills.
Ability to think and react quickly with urgency in time-sensitive situations.
Ability to remain calm during adverse conditions.

Nice To Haves

Strong computer skills in Microsoft Windows, Word, Outlook, and Excel are preferred.

Responsibilities

Optimize expedited activity and determine the most appropriate transit mode based on customer requirements.
Create OBC shipments using information provided by customers by email or phone.
Communicate quote requests to customers by phone or email.
Prepare detailed quotes for On-Board Courier services and clearly communicate timing and costs.
Follow company procedures and establish accurate timelines for scheduling trucking and airport ground-handling services.
Identify OBC shipment issues and escalate them internally and externally as appropriate.
Monitor shipment activity and milestone details, escalating when needed to maintain compliance.
Read, understand, and validate documents required for a hand-carry shipment.
Manage communication channels used in the OBC operation.
Document events throughout the hand-carry lifecycle chronologically using standardized templates.
Assist with auditing and carrier evaluations.
Provide customer service tailored to individual customer needs.
Work cross-functionally with the MX team using shared processes.
Promote and follow Ascent’s Guiding Principles: “Play Hard,” “Play Smart,” and “Play Together.”