TITLE: Customer Support Specialist DEPARTMENT: PDI Admin Ops LOCATION: Cincinnati, OH REPORTS TO: Customer Support Manager FLSA STATUS: Non-Exempt
POSITION SUMMARY:
The Customer Support Specialist is responsible for timely, courteous and professional answering of customers’ phone calls to schedule pick-ups and/or deliveries, and for ensuring proper and timely dispatching of these orders to the driver fleet. This position is responsible for ensuring customer requirements are met for order entry, tracking and providing proof of deliveries, problem solving, technical support for on-line customers, and other related duties as assigned.
This position is responsible for the day-to-day acceptance and distribution of orders, and timely completion of all delivery times, after normal business hours. The Customer Support Specilaist ensures quality service is provided to each customer.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
• Courteously answer customer service phones in a professional manner, ensuring calls are answered promptly, and within customer service guidelines. • Accurately enter customer orders and relay transportation charges to customers using the appropriate service level, vehicle requirements, mileage and weight. • Maintain excellent customer relations and ensure quality pick up and delivery service for all customers. • Demonstrate knowledge of the delivery center service area and customer requirements and restrictions. • Plan and assign pickups to maximize productivity and customer service. • Anticipate and eliminate problems through effective planning. • Maintain daily exception reporting to track service issues. • Balance operational concerns with the needs of the customers. • Comply with Master Operating Plan. • Comply with corporate policies and procedures and all Federal and State Laws. • Coordinate process improvement and cost savings initiatives and recommend improvements in any area within his/her responsibilities.
QUALIFICATIONS:
• Two- three years relevant experience. • Must be proficient in Microsoft Word, Excel, and with use of computers. • Excellent communication and negotiation skills. • Demonstrated problem solving skills and organization skills. • Ability to work independently and under time constraints. • Extensive knowledge of regional roadways and geographical knowledge for each delivery center. • Demonstrated knowledge of Courier Complete software.
Proposed hours for this position are as follows: Tuesday 8:00 am - 4:30 pm Wednesday 8:00 am - 4:30 pm Thursday 8:00 am - 4:30 pm Friday 8:00 am - 4:30 pm Saturday 8:00 am - 4:30 pm
These hours may be subject to change based on business needs.
EDUCATION AND/OR EXPERIENCE:
• High School Graduate; College preferred. • Transportation experience/background required. • Dispatching experience. • Customer Service experience.
PHYSICAL DEMANDS:
APPLICATION INSTRUCTIONS:
Please send resume' with salary requirements to HR. No phone calls or faxes will be accepted. No recruiters or agencies without a previously signed contract. You must be eligible to work in this country. We do not offer relocation packages. Smoke-free, drug free work environment.
We are an Equal Opportunity Employer. M/F/D/V encouraged to apply. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disablility or national origin. Applicants are encouraged to confidentially self-identify when applying. Employment contigent upon successful completion of background investigation and drug/alcohol screen.
TITLE: Schedule Supervisor DEPARTMENT: Operations LOCATION: Cleveland, OH REPORTS TO: General Manager FLSA STATUS: Exempt
POSITION SUMMARY:
Under the direction of the General Manager, the Schedule Supervisor has key responsibilities for providing successful execution and supervision of the Delivery Event Management System for Scheduled customers. The primary focus is to ensure superior customer service is achieved by ensuring high quality performance to include professional, consistent, efficient, secured and controlled critical deliveries. Remains vigilant about streamlining operating efficiency, error elimination/resolution and increased productivity; utilizes PDI methodology and tools. Continually cultivates belief and pride in the Mission, Vision, Value Proposition and the Delivery Event Management System.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. • Provides superior customer service and ensures successful Delivery Event Management for all scheduled customers. • Ensures all scheduled key PDI processes are followed. • Supervises the Delivery Event Management process of independent contractors for scheduled business. • Maintains and builds relationships with our customers, ensuring a highly-valued, differentiated “Customer Experience”. • Ensures proper staffing and documentation for routes; coordinates the “Schedule Posting Procedure” and Independent Contractor coverage to maximize scheduled business coverage. • Creates systems which provide maximum service, secured and control deliveries, efficiency and profitability in scheduled business, to meet our customer’s requirements and create a competitive advantage. • Ensures accuracy of assigned pre-billing, answers billing questions and resolves operational issues in a professional and expeditious manner. • Streamlines operating efficiencies, error elimination/resolution and improves productivity of Delivery Center processes using PDI tools and methods. • Collaborates with other Delivery Centers and Corporate to meet challenges, share knowledge and develop new opportunities, demonstrating the core value of a “One-Company Company”. • Coordinates "relief" team assignments, orientation and commissions to ensure all routes run efficiently, and as scheduled, at all times. • Maintains customized manifest documentation and back-up systems for scheduled business. • Ensures data input and adjustments for scheduled business are entered in proprietary systems. • Prepares cost quotes and responds to RFP and other bid requests for all proposed and/or adjusted scheduled business. • Conducts Independent Contractor field audits and ensures all IC’s have been certified on account specific requirements. • Works with the IC’s to renew contracts and sign Statements of Work. • Maintains and reports a monthly margin analysis for all designated key account routes. • Reviews and responds to exception report issues and critical service failures. • Promptly administers or recommends corrective action when warranted. Follows the I.C. Non-Compliance Process to ensure expectations are met. • Fields all calls across all three shifts to ensure customer service requirements are being met. • Travels to offsite locations when necessary to provide orientation, or to meet with customers to resolve issues and provide oversight of route releases. • Provides assistance in resolving issues that may arise for all scheduled business on a 24/7 basis, including weekends. • Complies with Associate Handbook policies and procedures, Master Operating Plan, and all Federal and State Laws. • Maintains high awareness and commitment to superior customer service.
• Utilizes PDI process improvement methodology to document and improve business processes and eliminate waste and redundant steps, setting the standard for excellence in operating performance. • Keeps “top of mind” the personal responsibility for cost containment and contribution to Company profitability to ensure long term prosperity.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
REQUIRED ATTRIBUTES Superior Customer Service Minded Integrity and Trust Anticipatory Business Acumen Sense of Urgency Work under time constraints Work independently and within a team Problem Solving Time Efficient Well Organized Tenacious Excellent Communication skills
EDUCATION AND/OR EXPERIENCE:
Bachelors degree with a concentration in business or other relevant field. Two to three years transportation experience/background required. Two to four years supervisory/managerial experience required. Must be proficient in Microsoft Word, Excel and with use of computers. Excellent communication and negotiation skills. Demonstrated problem solving skills, with the ability to work independently and under time constraints. Extensive knowledge of regional roadways. Ability to effectively interact with peers and upper management. Customer Service orientation is a must. Ability to travel up to 10% or more of the time.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Associates are may use one or more of the following on a regular basis: telephone/other voice communication devices; audio-visual equipment; personal computer; mainframe computer terminal; copy machine; calculator; other specialized equipment typically used in an office setting. Physical exertion requirements for this position include exertion up to 20 pounds of force occasionally, and/or up to 10 pounds of force as needed to move objects.
A typical day's activities include sitting for extended periods, standing, walking, bending, typing, stooping, pushing, pulling, lifting, and reaching; normal finger dexterity, visual acuity (with or without corrective glasses), hearing, talking, and grasping are also required to carry out essential functions. Associate is subject to indoor conditions primarily with most work occurring inside. The Associate is subject to low to moderate noise levels such that normal talking is required to be heard.
APPLICATION INSTRUCTIONS:
Please send resume' with salary requirements to HR. No phone calls or faxes will be accepted. No recruiters or agencies without a previously signed contract. You must be eligible to work in this country. We do not offer relocation packages. Smoke-free, drug free work environment.
We are an Equal Opportunity Employer. M/F/D/V encouraged to apply. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disablility or national origin. Applicants are encouraged to confidentially self-identify when applying. Employment contigent upon successful completion of background investigation and drug/alcohol screen.
TITLE: General Manager DEPARTMENT: Operations LOCATION: Columbus, OH REPORTS TO: President FLSA STATUS: Exempt
POSITION SUMMARY:
Under the general direction of the President, this position is responsible for providing leadership and management of the Columbus delivery center, continually improving value to customers while meeting financial and strategic objectives. Ensures total compliance with company policies and procedures and Federal and State laws. Develops, trains and mentors off-site operations personnel, provides orientation to Independent Contractors, and leads process improvement. This position is the primary contact for the customer and Independent Contractors for specific accounts. Remains vigilant about streamlining operating efficiency, error elimination/resolution and increased productivity; utilizes PDI methodology and tools. Continually cultivates belief and pride in the Mission, Vision, Value Proposition and the Delivery Event Management System.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. • Develops and implements strategic and tactical plans, which will assure accounts meet corporate sales and profit goals and strategic objectives. • Assures quality service is provided to meet or exceed external and internal customer expectations, to include the development of expectations, procedures and quality standards with customers. • Maintains competitive awareness and develops systems to win business from the competition. • Provides statistical reports and analysis which measure operational performance, and uses data to ensure goals are achieved. • Actively manages day-to-day operations which includes, ensuring proper resources for Independent Contractors and monitoring Independent Contractors performance to ensure it is meeting customer requirements. • Follows the IC Non-Compliance process to ensure expectations are met. • Safeguards company property and assets and oversees the delivery center building and grounds. • Complies with Associate Handbook policies and procedures, Master Operating Plan, and all Federal and State Laws. • Maintains high awareness and commitment to superior customer service. • Utilizes PDI process improvement methodology to document and improve business processes and eliminate waste and redundant steps, setting the standard for excellence in operating performance. • Keeps “top of mind” the personal responsibility for cost containment and contribution to Company profitability to ensure long term prosperity.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. REQUIRED ATTRIBUTES: Superior Customer Service Minded Integrity and Trust Anticipatory Business Acumen Sense of Urgency Work under time constraints Work independently and within a team Problem Solving Time Efficient Well Organized Tenacious Excellent Communication Skills
EDUCATION AND/OR EXPERIENCE:
Bachelors Degree with concentration in business or other relevant fields; Five years managerial experience/background required. Transportation experience/background required. Must be proficient with Microsoft Word, Excel, and with use of computers. Must be able to interpret and use financial information, and have excellent communication and negotiation skills. Demonstrated problem solving skills and organization skills are a must, with the ability to work independently and under time constraints. Ability to effectively interact with peers and upper management. Previous outside sales experience preferred. Customer Service orientation is a must. Demonstrated ability to supervise, motivate and develop staff.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Associates may use one or more of the following on a regular basis: telephone/other voice communication device; audio-visual equipment; personal computer; mainframe computer terminal; copy machine; calculator; other specialized equipment typically used in an office setting. Physical requirements of this position include exertion of up to 20 pounds of force occasionally, and/or up to 10 pounds of force as needed, to move objects. A typical day's activities include sitting for extended periods, standing, walking, bending, typing, stooping, pushing, pulling, lifting, and reaching; normal finger dexterity, visual acuity (with or without corrective glasses), hearing, talking, and grasping are also required to carry out essential functions. Associates are primarily subject to indoor conditions, with most work occurring inside. The Associate is subject to low to moderate noise levels, such that normal talking is required to be heard.
APPLICATION INSTRUCTIONS:
Please send resume' with salary requirements to HR. No phone calls or faxes will be accepted. No recruiters or agencies without a previously signed contract. You must be eligible to work in this country. We do not offer relocation packages. Smoke-free, drug free work environment.
We are an Equal Opportunity Employer. M/F/D/V encouraged to apply. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disablility or national origin. Applicants are encouraged to confidentially self-identify when applying. Employment contigent upon successful completion of background investigation and drug/alcohol screen.
