Delivery Support Specialist

1 day ago

Orlando, Florida, United States OneRail Full time
Job Description

OneRail is seeking a highly skilled Delivery Support Specialist to join our team. As a key member of our operations team, you will be responsible for managing all aspects of shipping routes and delivery. This role is critical to meeting our delivery promise to our clients and requires a high level of attention to detail, efficient multi-tasking, and excellent customer service skills.

Responsibilities:

  • Attend to high volumes of inbound and outbound calls, emails, and chats.
  • Provide exceptional customer service to customers, couriers, and drivers.
  • Monitor the delivery lifecycle from courier acceptance to proof of delivery, including track and trace, problem resolution, and customer communication.
  • Coordinate with our delivery partners to ensure delivery is executed in the most cost-effective way while meeting customer SLA.
  • Communicate with internal and external groups, especially on high-priority loads and customers.
  • Solve customer and carrier problems and help resolve issues.
  • Communicate escalations on time to minimize customer impact.
  • Demonstrate passion for excellence in treating and caring for customers.
  • Assist with procedure optimization of scheduling deliveries from our clients.
  • Identify and communicate ways OneRail can continuously improve in its operations.
  • Complete order data entry and dispatch as needed.
  • Coordinate with couriers to track movements of deliveries.
  • Track drivers and fix shipping errors.

Requirements:

  • Prior customer service experience is required.
  • Must have some logistic/dispatching experience.
  • Contact center experience is preferred.
  • You must be located in Orlando, Florida, and willing to work onsite at OneRail HQ.
  • Demonstrated skills 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.

We offer competitive base compensation, health and wellness insurance, company-paid life insurance, short-term and long-term disability, 4% 401K match, continuing education opportunities, flexible paid time off, and generous company-paid holidays.

Onsite team member perks include a relaxed environment, standing desks, recreational and video games, a large breakroom and lounge, stocked kitchen and fridges, a cappuccino machine, onsite restaurant and daily food trucks, onsite car detailing, onsite dry cleaning, and ample free parking.

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