Delivery Support Specialist

5 days ago

Orlando, Florida, United States OneRail Full time
About the Role

We are seeking a highly skilled Delivery Support Specialist to join our team at OneRail. As a key member of our delivery operations team, you will play a critical role in ensuring the timely and efficient delivery of packages to our customers.

Key Responsibilities
  • Manage all aspects of shipping routes and delivery, including tracking and tracing packages, resolving issues, and communicating with customers and delivery partners.
  • Provide exceptional customer service to customers, couriers, and drivers, responding to inquiries and resolving issues in a timely and professional manner.
  • Monitor the delivery lifecycle from courier acceptance to proof of delivery, ensuring that all deliveries are executed in a cost-effective and efficient manner.
  • Coordinate with delivery partners to ensure that deliveries are executed in accordance with customer SLAs and company policies.
  • Solve customer and carrier problems, and help resolve issues in a timely and professional manner.
  • Communicate escalations in a timely manner to ensure that issues are resolved with minimal customer impact.
  • Demonstrate a passion for excellence in treating and caring for customers, and assist with procedure optimization of scheduling deliveries from our clients.
  • Identify and communicate ways OneRail can continuously improve in its operations, and complete order data entry and dispatch as needed.
  • Coordinate with couriers to track movements of deliveries, and tracking drivers and fixing shipping errors.
Requirements
  • Prior customer service experience is required, with some logistics/dispatching experience preferred.
  • Contact center experience is a plus.
  • You must be located in Orlando, Florida, and willing to work onsite at OneRail HQ.
  • Demonstrated skills in managing multiple priorities across different electronic platforms, with the ability to monitor and execute multiple tasks at any given time.
  • Ability to make quick decisions, assess situations, and execute action plans.
  • Ability to adapt to a fast-paced environment, with strong communication (written and verbal) skills.
  • Must be enthusiastic about working in a team environment, with multi-lingual skills a plus.
  • Ability to handle multiple deliveries at once, and recognize and prioritize tasks based on urgency.
What We Offer
  • Competitive base compensation.
  • Health and wellness insurance with generous company contribution (medical, dental, vision).
  • Company-paid life insurance, short-term and long-term disability.
  • 4% 401K match with immediate vesting of Company match.
  • Continuing education opportunities.
  • Flexible/Open (uncapped) Paid Time Off (PTO) policy for salaried team members.
  • Competitive Paid Time Off (PTO) policy for hourly team members.
  • Generous company-paid holidays.
About OneRail

OneRail is the emerging leader in Final Mile delivery technology, headquartered in Orlando, FL. Our OmniPoint SaaS platform uses proprietary algorithms and artificial intelligence to power efficient same-day delivery programs for major companies like Lowe's, Pepsi, American Tire Distributors, and Advance Auto Parts.

Our OmniPoint platform captures a shipper's demand signal from their POS, ERP, or e-commerce system, and uses this data to specify the optimal vehicle for the order's size and weight, as well as any extra services required. We then calculate all-in shipping costs, and optimize delivery routing to ensure that deliveries are executed in a cost-effective and efficient manner.

We are committed to providing exceptional customer service, and our skilled Exceptions Assist team is available to support deliveries as they occur. Our platform also enables customers to track their order delivery in real-time, and provide feedback through a customer-branded interface.

We have been recognized by Gartner as one of the most innovative solutions in the Final Mile delivery space, and have ranked in the top 100 of the Inc. 5000 list of the fastest-growing US private companies in 2022 and 2023. We are proud to offer a relaxed environment, standing desks, recreational and video games, a large breakroom and lounge, stocked kitchen and fridges, cappuccino machine, onsite restaurant and daily food trucks, onsite car detailing, onsite dry cleaning, and ample free parking.

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