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Delivery Support Specialist

OneRailOrlando, FL

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Job 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 ($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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