Operations Support
About The Position
The Operations Support is responsible for answering incoming calls and providing excellent customer service. They monitor and respond to customer inquiries. They track, trace, enter, and update shipments. This role involves real-time audits of stop data, monitoring delivery team progress, receiving inbound calls from delivery teams reporting issues, communicating potential delivery issues to internal and external customers, printing and processing paperwork, and using additional resources to resolve delivery issues. The primary customer experience responsibilities include resolving issues with delivery teams, external customers, and internal customers; communicating essential details regarding an issue in real-time via phone, text, and email; creating a positive, professional, and friendly environment; and communicating with Vendor Owners and their Contracted Workers regarding Key Performance Indicators (KPIs).
Requirements
- Excellent oral and written communication and problem-solving skills
- Technological aptitude using the internet and online tools
- Ability to multitask
- Excellent organizational skills with emphasis on detail
Responsibilities
- Answering incoming calls and providing excellent customer service
- Monitoring and responding to customer inquiries
- Tracking, tracing, entering, and updating shipments
- Performing real-time audits of stop data being input by delivery teams and reporting exceptions
- Monitoring progress of delivery teams and communicating potential issues with time windows
- Receiving inbound calls from delivery teams reporting issues
- Communicating all potential delivery issues to the appropriate internal and external customers
- Printing, organizing, and processing paperwork associated with the delivery process
- Using additional resources to resolve issues that may prevent delivery
- Resolving issues with delivery teams, external customers, and internal customers
- Communicating, in real time, the essential details regarding an issue via phone, text, and email
- Creating a positive, professional, and friendly environment
- Communicating with Vendor Owners and their Contracted Workers regarding Key Performance Indicators (KPIs)
Benefits
- Medical
- Dental
- Vision
- 401k + Company Match
- Employee Assistance Program
- Paid Time Off
- Flexible Work Schedules (when possible)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
