Toc Customer Service Associate

Dollar General • San Antonio, TX

5d

About The Position

The TOC Customer Service Associate (CSA) supports the Transportation Operations Center’s 24/7 operation by managing complex cases, performing track and trace, conducting detailed door alert reviews, and providing store order support. The role requires strong analytical and critical-thinking skills to handle complex issues independently and deliver data-driven results. CSAs maintain a portfolio of cases for follow-up and help resolve issues requiring advanced problem-solving.

The role’s responsibilities are divided among complex case management (65%), portfolio and case follow-up (20%), and team collaboration and communication (15%). The CSA independently manages complex cases, documents and tracks ongoing work, supports CSRs during high-volume periods, mentors colleagues on complex inquiries, and coordinates with other shifts for continuity of operations.

Requirements

• Demonstrated strength in customer service and case management, including a track record of handling complex issues independently.
• Advanced analytical and critical-thinking skills for track and trace, door alert review, and store order support.
• Ability to work with a sense of urgency, prioritize tasks, and ensure swift resolution of time-critical cases.
• Proven written and verbal communication skills, with a focus on teamwork and constructive dialogue.
• High school diploma or GED required.
• At least 2 years of customer service experience.

Nice To Haves

• Associate degree preferred.
• Customer service experience in logistics or transportation, with exposure to complex case management.
• Experience with CRM systems such as ServiceNow.
• Strong problem-solving skills.

Responsibilities

• Independently manage complex cases, including track and trace activities and door alert reviews.
• Use critical-thinking and analytical skills to assess, address, and resolve complex transportation and logistics issues.
• Conduct store order support and independently review cases to ensure alignment with TOC procedures and best practices.
• Use data insights to make informed independent decisions that support operational efficiency and problem resolution.
• Maintain and track a portfolio of ongoing cases, ensuring follow-up and timely resolution.
• Document cases thoroughly in ServiceNow with clear and accurate notes for consistency across shifts.
• Proactively address case details to minimize repeated issues and support operational effectiveness.
• Support CSRs during high-volume periods to ensure a smooth workflow.
• Provide mentorship and case support to CSRs handling more complex inquiries.
• Communicate effectively and positively within the TOC to promote teamwork.
• Collaborate with other shifts to support smooth transitions in the 24/7 operation.
• Participate in team meetings to discuss case outcomes and continuous improvement.

What This Job Offers

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