Toc Customer Service Lead

Dollar General • San Antonio, TX

5d

About The Position

The TOC Customer Service Lead is a subject matter expert on Transportation Operations Center (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 TOC supervisor by coordinating workflows and helping ensure seamless team operations in a 24/7 environment.

The role 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. As a primary resource for customer service representatives and associates, the Lead offers guidance on TOC processes and complex support requests, sets an example in following best practices, and contributes to team communication, knowledge-sharing, and continuous improvement.

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 for managing complex, high-stakes cases and providing expert guidance.
• Ability to act with urgency, particularly on escalated and time-critical cases.
• Demonstrated ability to lead and coordinate workflows and support operational continuity and supervisory functions.
• Strong 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 manage escalated cases, assess complex issues, and implement long-term solutions.
• Analyze escalation patterns and recommend preventative measures.
• Apply in-depth TOC process knowledge to resolve problems outside 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 following standard operating procedures.
• Guide CSRs and CSAs on TOC processes, complex cases, and advanced support requests.
• Model adherence to standard operating procedures and best practices.
• Provide operational support to the TOC supervisor to maintain smooth workflows and team communication.
• Collaborate with the TOC supervisor to coordinate workflow assignments.
• Foster positivity and open communication with peers and leadership in support of a cohesive 24/7 operation.
• Share updates and learnings from major cases to promote knowledge-sharing and team growth.
• Participate in team meetings to discuss case management strategies and identify improvement opportunities.

What This Job Offers

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