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    delivery support specialist - Orlando, FL , USA, United States - OneRail

    OneRail
    OneRail Orlando, FL , USA, United States

    6 days ago

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    Description
    Our Delivery Support Specialists are the driving force of OneRail. A Delivery Support Specialist is responsible for managing all aspects of shipping routes and delivery. This role is key to meeting our delivery promise to our clients.

    Additionally, a Delivery Support Specialist is responsible for responding immediately to customer questions and notifying them of any delivery delays.

    Attention to detail, efficient multi-tasking, and providing excellent customer service is essential in this position. Customer service and industry/contact center experience strongly preferred.


    All Delivery Support Specialists are paid hourly and begin at $21.40/hour with an additional $.60/hour pay differential for bilingual (Spanish/English) team members.


    Responsibilities:

    • Attend to high volume 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 but not limited to - track and trace, problem resolution, customer communication.
    • Coordinate with our delivery partners according to availability and requirements 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 in order for the issue to be resolved with the least amount of customer impact.
    • Demonstrate passion for excellence with respect to 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 if needed.
    • Ability to recognize and prioritize tasks based on urgency.

    Requirements:

    • Customer Service experience is required
    • You must be located in Orlando, Florida
    • Demonstrated skills managing multiple priorities across different platforms
    • Ability to monitor and execute multiple tasks at any given time
    • Quick decision-making skills
    • Ability to adapt to fast-paced environment
    • Computer proficiency with web-based applications
    • Strong communication (written and verbal) skills
    • Excited to be a part of a team environment
    • Contact center experience preferred
    • Multi-lingual preferred
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