Project Specialist

Old Dominion Freight Line • Thomasville, NC

5d

About The Position

Old Dominion is seeking a Project Specialist to interact with customers via phone and email, providing information on Special Project shipping options and ensuring excellent customer service. This role also involves assisting less experienced employees with customer issues and contributing to overall team performance. Old Dominion prides itself on being a premier transportation solutions provider with a strong company culture that fosters work-life balance and a dynamic team environment, emphasizing its 'People and Family Spirit' as key to its success. The company, which started in 1934, has grown to over 23,000 employees and is committed to innovation and exceeding expectations in the LTL (Less-than-Truckload) carrier industry.

Requirements

• High school diploma or equivalent
• 5 years of customer service experience in a transportation company
• Understanding of the trucking industry and how freight moves through the system
• Strong phone and verbal communication skills along with active listening skills
• Ability to deal with different types of personalities and effectively handle high-stress situations in a calm manner
• Ability to multi-task, set priorities and manage time effectively
• Excellent organizational and leadership skills
• Proven negotiation abilities
• Knowledge of performance evaluation procedures
• Proficient in English
• Proficiency with Office programs, such as Outlook, Excel, and Word

Nice To Haves

• Good knowledge of additional languages

Responsibilities

• Manage large amounts of inbound and outbound calls and emails regarding Special Project services in a timely manner
• Daily monitoring of special project shipments to meet specific delivery dates
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives by following communication “scripts” when handling different topics
• Build sustainable relationships and engage customers, both internal and external, by going the extra mile
• Accept ownership for effectively resolving customers’ issues, complaints, and inquiries
• Keep the customer satisfied at the core of every decision
• Work closely with central dispatch, managers, and operations to accommodate customers’ needs
• Assist in the formulation of targets that optimize performance for individuals and teams and work to keep staff motivated
• Assist in hiring new employees
• Answer questions from staff and provide guidance and feedback
• Handle escalated issues and take over customer calls
• Ensure adherence to policies for attendance, established procedures, etc.
• Keep management informed on issues and problems
• Help organize and direct staff in the Special Projects Department

Benefits

• Great Health Benefits including a Zero premium medical plan for employee only coverage
• Vision & Dental
• Short Term & Long Term Disability
• Flex Spending Accounts
• 401k Retirement plan with company match and additional company annual discretionary match opportunity
• Life Insurance
• Wellness Program
• Tuition Reimbursement for Drivers and Technicians
• Training and growth opportunities to build a career
• Ability to advance through our promote from within philosophy
• National Career Opportunities Available at our 260+ service centers

What This Job Offers

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