Customer Care Routing Specialist

3 weeks ago

Charleston, United States Professional Delivery Providers LLC Full time
Job DescriptionJob Description

About Professional Delivery Providers, LLC:

Since our founding, Professional Delivery Providers LLC has been known for quality services, exceptional efficiency, and the highest level of professionalism. No matter what service you are looking for, we guarantee to not only meet, but exceed your expectations and ensure your full satisfaction.

Using our many years of experience with logistics and last mile delivery, our Leadership team is up for every job. Managing projects with the skill and experience our clients have come to expect. We want our customers to be satisfied with our work, which is why we provide open communication channels throughout the duration of each and all deliveries. We take much pride in keeping the integrity of Professional Delivery Providers LLC, being fast and efficient without sacrificing quality.

Job Overview:

The Routing Specialist position is instrumental to ensuring the smooth running of a logistics operation. This position routes to efficiency, productivity, and customer satisfaction. This role is responsible for the logistics administration to the customer care operational activities. As the coordinator you will also interact with our 4 customers (stores, consumer, field managers, and contract carriers) on a day-to-day basis and aide as support mechanism. The position will also assist in the implementation of continuous improvement on processes for the support center.

Essential Duties, Responsibilities: 

  • Partner with field operations; managers, contract carrier, stores, and aides as a support mechanism.  
  • Prioritizes loads while ensuring customer needs are met through coordination and continuous communication with production, dispatch team and dispatch supervisor.
  • Accurately input load and driver related information such as contractor and driver name.
  • Coordinate store capacity needs with driver availability while ensuring drivers stay within hours-of-service requirements, trucks are set up based off market objectives on production and maximization.
  • Maintain communication with customer care management and identify any existing and/or potential service failures/issues; attempts to minimize impact to the customers.
  • Make certain all email communication has closure and professional responses with high sense of urgency.
  • Manage call queue during available time to ensure standard phone metrics are met within the role.  
  • Provide input to management regarding any feedback pertaining market opportunities or suggestions for improvement with CRM.
  • Maintain spreadsheets and reports such as; lineups, special requests, routing recaps, pre-call notifications, and manifests.
  • Adhering to all company policies and procedures and lead by example.  
  • Maintaining confidentiality of information.  
  • Taking on other tasks or projects to support employees, other managers, and call center operations. 



Knowledge and Skill Requirements: 

  • Minimum of 6 month to 1 year experience in Customer Service or Call Center Facility or previous routing experience minimum of 1 year.
  • Excellent interpersonal communication skills 
  • Excellent time management skills with the ability to work in a fast-paced environment.  
  • Attention to detail and ability to manage priorities and workflow. 
  • Understanding of company products, services, and policies.  
  • Proficiency with computers, especially with CRM software, strong typing skills, and MS office suites.  
  • Ability to stand and walk continuously throughout the workday. 
  • Ability to work overtime as needed and flexibility in schedule. 
  • Sense of urgency for problem solving. 
  • Self- starter with exceptional time management skills, including the ability to manage multiple simultaneous projects. Commitment to meeting critical established business deadlines. 
  • If internal candidate, required to be out of their 90-day probationary period. Must be in good standing with all company policies (No verbal or written warnings in last 60 days (about 2 months).
  • Physical Demands and Work Environment: 
  • This position operates in an office setting with a fast-paced environment. This role routinely uses standard office equipment, including computers, phones, photocopiers, and fax machines. While performing the duties of this job, the individual is regularly required demonstrate accountability and competency in the Skills/Qualifications/Experience listed for this position. 

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