Customer Service and Logistics Specialist

Principal Function: The Customer Service and Logistics Specialist is responsible for providing customer and commercial drivers service support, troubleshooting driver and customer issues, utilizing service knowledge to drive recommendations, and escalates issues as necessary.

Essential Duties and Responsibilities: Duties include, but are not limited to:

• Delivers the driver and customer experience strategy across a range of touch points, channels, services, and solutions.
• Propose changes to improve the driver and customer experience.
• Manage incoming customer inquiries via phone, email, and other communication channels.
• Answers questions regarding accounts and services.
• Schedule and coordinate commercial dispatches according to customer needs and operational requirements.
• Ensures compliance with customer Service Level Agreement (SLAs).
• Tracks repeated driver or customer service issues and notifies various teams who can resolve these issues and improve the quality of services and the driver/customer experience.
• Surveys drivers and customers to ensure their issues have been resolved in a satisfactory manner.
• Takes customers’ orders, enters into software and sends the information to drivers.
• Enters and tracks service orders and ensures account information and recorded data is accurate.
• Assists team members with monitoring route performance metrics and measurements.
• Assists team members to launch new or revised routes and work with our team to assist with our ON Demand Services as required.

Supervisory Responsibilities: This job has no employee supervisory responsibilities.

Requirements

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty according to the requirements of NOW Courier. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

Education and/or Experience: High School Diploma or G.E.D.; and two years of experience and/or training; or equivalent combination of education and experience. Previous experience working in the logistics and distribution industry is desired.

Other Skills and Abilities:

• Highly organized and detail oriented.
• Resourceful and creative.
• Analytical skills and problem-solving ability.
• Ability to adhere to time and attendance policies.
• Must exhibit professionalism and be effective working with customers, contractors, vendors, and employees.
• Skillfully convey information on a wide range of topics to a diverse target audience.
• Influencing and consultative skills are critical.
• Proficient with commonly used office software, including but not limited to: MS Word, Excel, PowerPoint, Outlook, as well as telephone and internet communications.
• Ability to be assessable to contractors and employees as determined by department standards.
• Ability to handle confidential information.
• Maintain regular and punctual attendance.
• Effective prioritization and time management skills.
• Ability to work in a fast-paced, high-pressure, deadline driven environment.
• Strong initiative to strive for continuous accuracy, quality, and timeliness of information.
• Ability to build and maintain effective relationships through strong interpersonal skills with emphasis on relationship-building and consistent demonstration of solid professional judgement.
• Ability to manage multiple projects and tasks simultaneously.
• A genuine commitment to quality on behalf of the company while building a corporate culture committed to excellence is mandatory.
• Must have and maintain a verifiable Driver’s License, demonstrated safe driving record, and remain insurable through the company’s liability insurance carrier as applicable.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel; reach with hands and arms; and talk or hear. The employee frequently will stand; walk; and lift and/or move up to 50 pounds without an assistive device (greater weights may be required with the use of an assistive device). The employee occasionally will climb or