Customer Support Specialist

2 weeks ago

Tempe, United States Aston Carter Full time

Job Title: Customer Support Specialist

Job Description

Deliver outstanding carrier and driver experience/solutions in a contact center environment through researching, problem-solving, setting appropriate expectations, and working within the transportation network. Work in a fast-paced environment, adhering to schedules for start/stop times and breaks/lunches. Make outbound calls to understand potential or current issues related to transportation. Support workload surges and/or weather-related operations as needed, including significant overtime during high-volume peaks. Use internal systems to gather data from multiple sources to support reporting on a daily, weekly, monthly, and quarterly basis. Work with cross-functional teams and provide support to field teams in driver assignment, load acceptance, and driver/equipment availability.

Responsibilities

  • Deliver outstanding carrier and driver experience/solutions.

  • Research and problem-solve issues related to transportation.

  • Adhere to schedules for start/stop times and breaks/lunches.

  • Make outbound calls to understand potential or current issues.

  • Support workload surges and weather-related operations, including significant overtime during high-volume peaks.

  • Use internal systems to gather data for reporting.

  • Work with cross-functional teams.

  • Provide support to field teams in driver assignment, load acceptance, and driver/equipment availability.

Essential Skills

  • Call center experience is a must - not just customer service - has to be from a call center environment.

  • Problem-solving skills.

  • Tech-savvy.

  • Experience in transportation, intermodal, logistics, supply chain, or driver support.

  • Ability to navigate multiple systems and tools.

  • Adaptability to changing rules and processes.

  • Performance-driven with a focus on metrics.

  • Self-sufficient.

Additional Skills & Qualifications

  • Completed Bachelor's Degree from an accredited university or 2 years of related work experience or 4 years of work experience in the logistics/transportation industry - not needed but a plus.

  • Entry-level knowledge of MS Excel and familiarity with Excel spreadsheets.

  • Flexibility to work all shifts, including day, night, and weekend shifts.

Work Environment

Hybrid - 3 days in office, 2 days working from home. Starting January 2025, all employees will be required to work onsite 5 days per week. Work hours are 9:30 am - 6:00 pm MST. Must be available to work at least 1 weekend day, possibly 2.

About Aston Carter:

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

Diversity, Equity & Inclusion

At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

  • Hiring diverse talent

  • Maintaining an inclusive environment through persistent self-reflection

  • Building a culture of care, engagement, and recognition with clear outcomes

  • Ensuring growth opportunities for our people

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.

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