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Delivery Support Specialist

2 months 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 operations team, you will play a critical role in ensuring the smooth execution of our final mile delivery programs.

Key Responsibilities
  • Manage high volumes of inbound and outbound calls, emails, and chats with customers, couriers, and drivers.
  • Provide exceptional customer service and support to resolve issues and concerns in a timely and professional manner.
  • Monitor the delivery lifecycle from courier acceptance to proof of delivery, including track and trace, problem resolution, and customer communication.
  • Coordinate with delivery partners to optimize delivery routes and ensure timely delivery of packages.
  • Communicate with internal and external stakeholders to resolve issues and escalate concerns as needed.
  • Solve customer and carrier problems and help resolve issues in a timely and professional manner.
  • Communicate escalations and updates to stakeholders in a timely and professional manner.
  • Demonstrate a passion for excellence in customer service and delivery operations.
  • Assist with procedure optimization of scheduling deliveries from clients.
  • Identify and communicate opportunities for continuous improvement in delivery operations.
  • Complete order data entry and dispatch as needed.
  • Coordinate with couriers to track movements of deliveries and resolve issues.
Requirements
  • Prior customer service experience is required.
  • Must have some logistics/dispatching experience.
  • Contact center experience is preferred.
  • Must be located in Orlando, Florida, and willing to work onsite at OneRail HQ.
  • Demonstrated skills in managing multiple priorities across different electronic platforms.
  • Ability to monitor and execute multiple tasks at any given time.
  • Must possess decision-making skills and the ability to quickly assess situations, determine action plans, and execute action plans.
  • Ability to adapt to a fast-paced environment.
  • Computer proficiency with web-based applications.
  • Strong communication (written and verbal) skills.
  • Must be enthusiastic about working in a team environment.
  • Multi-lingual is preferred.
  • Ability to handle multiple deliveries at once.
  • Ability to recognize and prioritize tasks based on urgency.
What We Offer
  • Competitive base compensation.
  • Health and wellness insurance with generous company contribution.
  • 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. Our OmniPoint SaaS platform uses proprietary algorithms and artificial intelligence to power efficient same-day delivery programs for major companies like Lowes, Pepsi, American Tire Distributors, and Advance Auto Parts.