Operational Support Representative
About The Position
The Operational Support Specialist receives inbound calls at Ryder’s call center from Ryder personnel. The role provides assistance with ELDs, regulatory questions, trip-related transactions, and other trip-related questions and issues. Additional requirements may include audits. The ideal applicant is a personable problem solver. The position supports drivers and other personnel by handling calls and follow-ups, processing internal requests, documenting issues and resolutions, and escalating issues when needed. It also involves data entry, reporting recurring issues and trends, and staying current with policy changes while following company procedures and applicable industry regulations.
Requirements
- High school diploma or GED.
- One to three or more years of experience in logistics, transportation, warehousing, or a related field.
- Intermediate basic computer and typing skills.
- Strong verbal and written communication skills.
- Ability to work in a fast-paced environment with occasional process changes and busy phone lines.
- Strong customer service skills, including enthusiasm, an effective voice tone, and empathy for drivers experiencing a breakdown.
- Ability to build and maintain professional relationships across organizational levels.
- Flexibility, self-direction, and the ability to excel in a fast-paced environment.
- Time-management and priority-setting skills.
- Ability to multitask and stay highly organized.
- Ability to work independently and as a team member.
- Attention to detail and excellent follow-up practices.
Nice To Haves
- At least one year of experience in logistics, transportation, or a call center environment.
- At least one year of experience with both U.S. 49 CFR and Canadian SOR/2005-313 hours-of-service regulations.
- Intermediate knowledge of U.S. and Canadian DOT regulations.
Responsibilities
- Provide timely assistance with ELDs, regulatory questions, trip-related transactions, and other trip-related questions and issues; escalate issues as needed.
- Handle calls and follow-up calls with drivers as necessary to ensure issues are resolved to their satisfaction.
- Process internal requests on demand across a variety of topics.
- Accurately document interactions, issues, and resolutions.
- Report recurring issues or trends to supervisors to help identify opportunities for process improvement.
- Maintain up-to-date knowledge of policy changes and follow company policies, procedures, industry regulations, and internal guidelines when handling calls.
- Handle calls from personnel.
- Perform miscellaneous data entry.
- Perform other duties as assigned.
Benefits
- 401(k) savings plan with company match.
- Discounted stock purchase options.
- Performance-based annual cost-of-living increases.
- Comprehensive training and opportunities for continued professional development.
- Paid time off, including an additional day for military veterans.
- For full-time positions: medical, prescription, dental, vision, life insurance, and disability insurance options.
- For full-time positions: paid time off for vacation, illness, bereavement, family, and parental leave.
- For full-time positions: tax-advantaged 401(k) retirement savings plan.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
