Job Title: Customer Service Representative (ROC - DM)

Job Description

Deliver outstanding carrier and driver experience/solutions in a contact center environment. This role involves researching, problem-solving, setting appropriate expectations, and working within the Transportation network. You will work in a fast-paced environment, adhering to schedules, making outbound calls to understand transportation issues, and supporting workload surges or weather-related operations as needed. This position requires the use of internal systems to gather data for reporting and involves working with cross-functional teams to support field teams in driver assignment, load acceptance, and driver/equipment availability.

Responsibilities

+ Deliver outstanding carrier and driver experience/solutions in a contact center environment.

+ Research and solve problems, set appropriate expectations, and work within the Transportation network.

+ Work in a fast-paced environment, adhering to schedules for start/stop times and breaks/lunches.

+ Make outbound calls to understand transportation issues.

+ Support workload surges and weather-related operations, including significant overtime during high-volume peaks.

+ Use internal systems to gather data from multiple sources for daily, weekly, monthly, and quarterly reporting.

+ Work with cross-functional teams.

+ Provide support to field teams in driver assignment, load acceptance, and driver/equipment availability.

Essential Skills

+ Call center back- ground .

+ Problem-solving skills.

+ Tech-savvy with experience in transportation, intermodal, logistics, supply chain, and driver support.

+ Ability to make 60-80 calls per day.

+ Aptitude for working in unstructured situations and solving problems quickly.

+ Critical thinking and de-escalation skills.

+ Ability to navigate multiple systems and tools to find solutions.

+ Adaptability to changing rules and processes.

+ Experience in performance-driven and metrics-driven roles.

+ Self-sufficiency.

Additional Skills & Qualifications

+ A completed Bachelor's Degree from an accredited university or 2 years of relevant work experience, or 4 years of work experience in the logistics/transportation industry.

+ Entry-level knowledge of MS Excel, including familiarity with spreadsheets and data interpretation.

+ Flexibility to work all shifts, including day, night, and some weekends, as the team provides 24/7 tactical support.

Work Environment

This is a hybrid role with 3 days in the office and 2 days working from home. Per company policy, all employees will be required to work onsite 5 days per week starting January 2025. The shift pattern includes 20 positions from Sunday to Thursday and 10 positions from Tuesday to Saturday, with hours from 9:30 AM to 6:00 PM MST. Availability to work at least one weekend day, possibly two, is required. The team has not yet moved to 100% onsite but will do so by the summer of the upcoming year.

Pay and Benefits

The pay range for this position is $21.00 - $21.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Tempe,AZ.

Application Deadline

This position is anticipated to close on Mar 14, 2025.

About Aston Carter:

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

Diversity, Equity & Inclusion

At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

+ Hiring diverse talent

+ Maintaining an inclusive environment through persistent self-reflection

+ Building a culture of care, engagement, and recognition with clear outcomes

+ Ensuring growth opportunities for our people

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.