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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 ($22.00/hour) 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.

+ Coordinate with couriers to track movements of deliveries.

+ Tracking drivers and fixing shipping errors.

Requirements:

+ Prior Customer Service experience is required.

+ Must have some logistic/dispatching experience.

+ Contact center experience preferred.

+ You must be located in Orlando, Florida, and willing to work onsite at OneRail HQ (ZIP 32819).

+ Demonstrated skills managing multiple priorities across different electronic platforms.

+ Ability to monitor and execute multiple tasks at any given time.

+ Must posses  decision-making skills  the ability to quickly assess situations, determine action plans, and execute action plans.

+ Ability to adapt to 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 preferred.

+ Ability to handle multiple deliveries at once.

+ Ability to recognize and prioritize tasks based on urgency.

Schedules We Offer:

Our hours of operations are between the hours of 7:00am - 9:00pm (Monday - Sunday)

+ Schedules Available:

+ 5 - day work weeks with 1 weekend day off

+ 4 - day work weeks with both weekend days required

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