Proactive Customer Response Team Member

Professional Transportation • Evansville, IN

6d

About The Position

Professional Transportation, Inc. (PTI) provides crew transportation services for railroads. The Proactive Customer Response Team Member monitors customer communications and operational systems to identify potential service issues before they escalate. The role supports on-time performance by identifying and documenting driver activity and trips at risk of delay, then escalating concerns to the appropriate Regional Logistics Manager for resolution.

The position monitors customer chats and the Late Trip Monitor, identifies unresponsive drivers, delayed logins, late trips, and other possible service interruptions, and communicates risks promptly. It also coordinates escalations, provides complete information to managers, gives thorough shift handoffs, and reports recurring service issues or trends to leadership. On-the-job training is provided, and prior experience is not required by the introductory hiring statement.

Requirements

• High school diploma or GED required.
• Experience in logistics, transportation, dispatch operations, or a related field, with demonstrated progressive responsibility and the ability to work independently.
• Strong verbal and written communication skills, including the ability to understand and communicate general and technical information.
• Ability to provide clear, concise instructions and direction, including over the telephone.
• Strong problem-solving, critical-thinking, and troubleshooting skills.
• Ability to analyze, prioritize, and manage multiple tasks in a fast-paced environment.
• Ability to work independently, exercise sound judgment, and make timely decisions.
• Basic mathematical skills.
• Basic proficiency with computer systems and technology.
• Valid driver's license required.

Nice To Haves

• Experience with dispatch coordination, crew transportation, railroad operations, or logistics planning.
• Experience using dispatching software, transportation management systems, GPS tracking platforms, or similar technology.
• Experience with Lean principles, continuous improvement methodologies, or process improvement initiatives.

Responsibilities

• Proactively monitor customer chats through communication platforms.
• Monitor the Late Trip Monitor to identify trips at risk of delay.
• Identify unresponsive drivers, delayed logins, late trips, and other conditions that could result in a service interruption.
• Communicate potential service risks quickly and accurately to support timely intervention.
• Direct customer and operational escalations to the appropriate Manager.
• Provide managers with clear, accurate, and complete information about issues requiring attention.
• Provide thorough shift handoffs regarding open concerns, unresolved issues, and trips requiring continued monitoring.
• Identify recurring service issues or trends and communicate them to leadership for review.

Benefits

• Multiple health plan options, including medical, dental, vision, and supplemental insurance.
• Paid vacation, sick time, and holiday pay.
• Overtime opportunities.
• 401(K) retirement plan.
• On-the-job training.
• Discounted cell phone plans with Verizon and AT&T.
• Free Planet Fitness membership at Evansville, Henderson, and Owensboro locations.
• Room for advancement within a rapidly expanding company.
• Flexible scheduling options.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED