Customer Care Routing Specialist

Job Description

Job Overview:

The CCRS position is instrumental in ensuring the smooth running of a logistics operation. This position routes to efficiency, productivity, and customer satisfaction. This role is responsible for the logistics administration to the customer care operational activities. As the coordinator, you will also interact with our 4 customers (stores, consumers, field managers, and contract carriers) on a day-to-day basis and aid as a support mechanism. The position will also assist in the implementation of continuous improvement processes for the support center.

Essential Duties, and Responsibilities:

Partner with field operations; managers, contract carriers, stores, and aides as a support mechanism.

Prioritizes loads while ensuring customer needs are met through coordination and continuous communication with production, dispatch team, and dispatch supervisor.

Accurately input load and driver-related information such as contractor and driver name.

Coordinate store capacity needs with driver availability while ensuring drivers stay within hours-of-service requirements, trucks are set up based on market objectives on production and maximization.

Maintain communication with customer care management and identify any existing and/or potential service failures/issues; attempt to minimize impact to the customers.

Make certain all email communication has closure and professional responses with a high sense of urgency. Manage call queue during the available time to ensure standard phone metrics are met within the role.

Provide input to management regarding any feedback pertaining to market opportunities or suggestions for improvement with CRM.

Maintain spreadsheets and reports such as; lineups, special requests, routing recaps, pre-call notifications, and manifests.

Adhering to all company policies and procedures and lead by example.

Maintaining confidentiality of information.

Taking on other tasks or projects to support employees, other managers, and call center operations.