Description
The TOC Customer Service Associate (CSA) supports the Transportation Operations Center's 24/7 operation by managing complex cases, performing track and trace, and conducting detailed door alert reviews and store order support. This role requires strong analytical and critical thinking skills to handle complex issues independently and provide data-driven results. CSAs maintain a portfolio of cases for follow-up and are integral to the team's ability to resolve issues that require advanced problem-solving.
Job Responsibility
Complex Case Management (65%)
• Independently manages complex cases, including tracking and tracing activities and door alert reviews.
• Uses critical thinking and analytical skills to assess, address, and resolve complex transportation and logistics issues.
• Conducts thorough store order support, independently reviewing each case to ensure it aligns with TOC procedures and best practices.
• Uses data insights to make informed, independent decisions that support operational efficiency and problem resolution.
Portfolio & Case Follow-Up (20%)
• Maintains and tracks a portfolio of ongoing cases, ensuring proper follow-up and timely resolution.
• Documents each case thoroughly in ServiceNow, with clear and accurate notes for consistency across shifts.
• Proactively addresses case details to minimize repeated issues and support operational effectiveness.
Team Collaboration & Communication (15%)
• Supports CSRs during high-volume periods, ensuring a smooth workflow.
• Offers mentorship and case support to CSRs on more complex inquiries.
• Promotes teamwork by communicating effectively and positively within the TOC.
• Collaborates with other shifts to ensure smooth transitions in the 24/7 operation.
• Actively participates in team meetings to discuss case outcomes and continuous improvement.
Job Qualifications
• Demonstrated strength in customer service and case management, with a track record of handling complex issues independently.
• Advanced analytical and critical thinking skills required for track and trace, door alert review, and store order support.
• Ability to operate with a sense of urgency, prioritizing tasks and ensuring swift resolution for time-critical cases.
• Proven communication skills, both written and verbal, with a focus on fostering teamwork and constructive dialogue.
Education/Experience
• High school diploma or GED required; associate degree preferred.
• 2+ years of customer service experience, ideally in logistics or transportation, with exposure to complex case management.
• Experience with CRM systems (e.g., ServiceNow) and strong problem-solving skills are highly preferred.
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