Call Center Agent

2 weeks ago

Tempe, United States Aston Carter Full time
Job Description:
A global leader in e-commerce and technology in Tempe, AZ is seeking a highly skilled and motivated Call Center Agents to assist in the resolution of stakeholder issues of daily freight movements flowing into and out of our North American fulfillment centers and our associated fulfillment network. This is an exciting opportunity to join our team, and to have a positive impact on our mission, our transportation partners and ultimately our customers. When network disruptions happen, you will be at the forefront of helping the network/transportation partners clear those issues and ensure our customers get shipments on time The ideal candidate has a background in Customer service, Transportation, or Supply Chain / Logistics in High-Volume Call Center environments. A passion for quickly providing solutions and resolution to challenges by using strong communication, problem solving and organizational skills is a must. Successful candidates will enjoy working in a fast-pace, high-volume environment with a lot of growth opportunity They will thrive on accountability to themselves, team, carriers/drivers and work schedules
Minimum Qualifications:
  • 2-5+ yearsof High Volume Call Center experience (taking minimum 60-100+ calls per day)
  • 1-3+ yearsin Customer service
  • 1+ yearsin making calls in Transportation, Logistics OR Supply Chain environments
  • Proficiency with Microsoft Office (Outlook, Word, Excel)
  • Experience withProblem-Solving and finding resolutions inambiguous situations (Major part of the job)
  • Must be able to pass a background check
Day-to-Day Duties:
  • 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 fast-paced environment, and adhere to schedules: start/stop, and breaks/lunches
  • Responsibility of detecting potential "failures" in the system regarding the pickup, transport or deliver of customer loads.
  • Will be making outbound calls seeking to understand the potential or current "failure" discovered in the clients systems.
  • Support workload surges and/or weather-related operations as needed to include working significant overtime during designated high-volume peaks
  • Use internal systems to gather data from multiple sources to support reporting on a daily, weekly, monthly and quarterly basis (AAP, Reach, Decisiv, FMC & YMS)
  • Work with cross-functional teams. Use analytical skills to drive data-driven decision, and effectively communicate insights to others across Transportation Operations Management (TOM), Freight Partners (AFP), and Fleet.
  • Provide support to field teams in driver assignment, load acceptance and driver/equipment availability
Examples of calls you will take:
•There was no load for a driver to pick up
•Driver being delayed by traffic, updating arrival time
•Driver delayed at the facility due to a load not being ready
•Schedule did not provide enough time from picking up a load to make it to the drop off location
•The pick up number was not visible
•The trailer number for pickup was not visible
•Driver was turned away from Amazon facility because it was too busy to take another truck

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 for other accommodation options.

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