Call Center Representative

Position: Transportation Specialist

Pay: $21 - $22

Training: Mon-Fri 8-5pm MST

Hours: Days will vary; 9:00-6:00pm MST, Weekend availability required

Overtime: During Peak (now through mid-January) reps may be required to work mandatory overtime up to 6 day/week totaling 60 hrs/week

Holidays: Must be able/open to working Holidays

Work Environment: Onsite in Tempe, AZ

Contract Duration: 4 Month Contract – High potential to convert after 4 months.

DESCRIPTION

Seeking a highly skilled and motivated Transportation Specialist to assist in the resolution of stakeholder issues of daily freight movements flowing into and out of our North American fulfillment centers and our associated fulfillment network. This is an exciting opportunity to join our team, our transportation partners and ultimately our customers. When network disruptions happen, you’ll be at the forefront of helping the network/transportation partners clear those issues and ensure our customers get shipments on time.

An ideal candidate has a background in customer service/call center, transportation, and/or supply chain environments. Additionally, a passion for quickly providing solutions and resolution to challenges by using strong communication, problem solving and organizational skills is a must. Successful candidates will enjoy working in a fast-pace, high-volume environment with a lot of growth opportunity. They will thrive on accountability to themselves, team, carriers/drivers and work schedules!

Key job Responsibilities:

• Deliver outstanding carrier and driver experience/solutions, in a contact center environment, through researching, problem-solving, setting appropriate expectations and working within the Transportation network
• Work in fast-paced environment, and adhere to schedules: start/stop, and breaks/lunches
• Responsibility of detecting potential “failures” in the system regarding the pickup, transport or deliver of customer loads
• Will be making outbound calls seeking to understand the potential or current “failure” discovered in the systems
• Support workload surges and/or weather-related operations as needed to include working significant overtime during designated high-volume peaks
• Use internal systems to gather data from multiple sources to support reporting on a daily, weekly, monthly and quarterly basis (AAP, Reach, Decisiv, FMC & YMS)
• Work with cross-functional teams. Use analytical skills to drive data-driven decision and effectively communicate insights to others across Transportation Operations Management (TOM), Freight Partners (AFP), and Fleet.
• Provide support to field teams in driver assignment, load acceptance and driver/equipment availability

BASIC QUALIFICATIONS

• Call Center Background (Inbound or outbound)
• Call control is main skill, focus on details/facts to get to resolution
• Looking for Sympathy vs Empathy; must be able to get past emotions and solve the problem
• Tech Savvy (1+ years of working with computers and Microsoft Office (including Outlook, Word, and Excel) experience)
• Work 40 hours/week, and overtime as required
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

PREFERRED QUALIFICATIONS

• 1+ year of call center experience
• Collections, insurance, claims, investigations
• Ability to problem solve in the moment
• Agile- Open to change and enjoys a fast-paced work environment

Performance Metrics:

• There will be weekly performance progress reports that will monitor certain performance goals for the department
• Utilization and Productivity are key metrics
• Call volume 50-60 outbound calls a day 5-7 min long
• Once direct, there is an ability to change shifts (4X10s OR M, T-Th, F) (M-F front or back half) based on business need
• Growth potential and upward mobility
• PTO and Sick time
• Benefits