Sr Logistics Specialist

ACV•Jacksonville, FL

About The Position

The Sr Logistics Specialist drives strategic coordination between dealer partners and the field inspection team using data-driven decisions to maximize results. The role applies logistics department processes and procedures to manage inspector schedules through a workforce optimization tool, route inspectors efficiently to appointments, maintain customer requirements in coordination with other departments, and schedule field inspection teams using analyzed data. The position works closely with Field Analysts to implement data-driven decisions in the workforce optimization tool, reports directly to the Sr Manager, Logistics, and performs duties autonomously. The specialist supports efforts to improve the customer experience, uses customer and inspector performance results to develop territory scheduling strategies, dispatches assignments to field staff, and coordinates inspection services with internal and external customers. The role also optimizes inspector utilization, resolves customer issues and requests, engages field leadership on scheduling strategies and results, reviews service-level reports, and works with internal partners to prioritize customers. It provides customer service and, as assigned, mentorship and support to Logistics Specialists. The specialist also works with Territory Managers to configure Field Service Lightning for their territory needs and encourage compliance.

Requirements

High school degree or equivalent required.
At least 3 years of logistics experience.
Ability to read, write, speak, and understand English.
Ability to analyze data and use it to make business decisions.
Ability to handle difficult conversations and influence others.
Experience with logistics software and Microsoft Office or G Suite.
Attention to detail, analytical thinking, and problem-solving skills.
Interpersonal and communication skills, including the ability to collaborate effectively across teams.
Ability to manage multiple tasks and deadlines in a fast-paced environment.
Demonstrated adaptability and willingness to learn and grow within the organization.
Ethical and dependable, with the ability to maintain confidentiality when handling sensitive financial information.
Self-motivated and proactive approach to tasks and responsibilities.

Nice To Haves

Associate’s degree preferred.
Experience with Salesforce or Field Service Lightning preferred.

Responsibilities

Support efforts to simplify and enhance the customer experience.
Use customer and inspector performance results to design and implement territory scheduling strategies to maximize sales.
Drive and dispatch assignments to field staff using the workforce optimization tool, Field Service Lightning, and coordinate inspection services with internal and external customers by phone, email, and instant messages.
Work with the Logistics Analyst to optimize inspector utilization using tools such as Tableau, Excel, and Google Sheets.
Confer with internal and external customers to resolve issues, answer requests, and provide estimated arrival times.
Engage and educate field leadership on scheduling approaches, results, and territory and regional initiatives.
Review reports to ensure service-level agreements are handled competently and efficiently.
Review customer data and work with internal partners to prioritize and level customers based on results and strategy.
Build and maintain customer satisfaction with the organization’s products and services and provide excellent service to internal and external customers.
Provide mentorship and support to Logistics Specialists as assigned.
Work with Territory Managers to ensure Field Service Lightning is configured to meet territory needs and to help drive compliance.
Perform additional duties as assigned.