TOC CUSTOMER SERVICE LEAD

Dollar General • San Antonio, FL

7d

About The Position

The TOC Customer Service Lead plays a critical role in the 24/7 Transportation Operations Center (TOC) and serves as a subject matter expert on TOC processes and best practices. The role handles escalated and complex cases, analyzes trends, and makes informed decisions in support of drivers, store teams, and field operations. The Lead also provides operational support to the supervisor by coordinating workflows and helping ensure seamless team operations.

The Lead independently manages high-priority cases, including major incidents and ongoing complex issues, and coordinates responses to off-process mass requests during major cases while adhering to standard operating procedures. The role guides customer service representatives and associates on processes and complex cases, supports workflow assignment coordination, and promotes communication, knowledge-sharing, and continuous improvement across the team.

Requirements

• High school diploma or GED required.
• At least 3 years of experience in customer service, logistics, or a related field, with a proven track record in complex case management.
• Advanced critical-thinking and problem-solving skills to manage complex, high-stakes cases and provide expert guidance.
• Ability to operate with a sense of urgency, particularly for escalated and time-critical cases.
• Demonstrated ability to lead and coordinate workflows effectively, ensuring operational continuity and support for supervisory functions.
• Proven communication abilities that foster teamwork and positive interactions.
• Familiarity with CRM systems such as ServiceNow.

Nice To Haves

• Associate degree preferred.
• Experience in a leadership or subject matter expert role within a transportation or logistics environment preferred.

Responsibilities

• Independently handle escalated cases, assess complex issues, and implement long-term solutions.
• Analyze escalation patterns and recommend preventative measures.
• Apply deep knowledge of TOC processes to resolve problems beyond typical procedural guidelines and make informed decisions in high-stakes situations.
• Manage high-priority cases, including major incidents and ongoing complex issues.
• Coordinate responses to off-process mass requests during major cases while ensuring adherence to SOPs and addressing large-scale needs.
• Provide guidance to CSRs and CSAs on TOC processes, complex cases, and advanced support requests.
• Follow SOPs and best practices and set a standard of excellence across the team.
• Provide operational support to the TOC supervisor to help ensure smooth workflow and communication.
• Collaborate with the TOC supervisor to coordinate the distribution of workflow assignments.
• Foster positivity and open communication with peers and leadership in support of a cohesive 24/7 operation.
• Share updates, insights, and learnings from major cases to promote knowledge-sharing and team growth.
• Participate in team meetings to discuss case management strategies and identify areas for improvement.

What This Job Offers

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