Our Delivery Support Specialists are the driving force of OneRail. A Delivery Support Specialist is responsible for managing all aspects of shipping routes and delivery. This role is key to meeting our delivery promise to our clients. Additionally, a Delivery Support Specialist is responsible for responding immediately to customer questions and notifying them of any delivery delays. Attention to detail, efficient multi-tasking, and providing excellent customer service is essential in this position. Customer service and industry/contact center experience strongly preferred.

All Delivery Support Specialists are paid hourly and begin at $21.40/hour with an additional $.60/hour pay differential for bilingual (Spanish/English) team members.

Responsibilities:

• Attend to high volume of inbound and outbound calls, emails, and chats.
• Provide exceptional customer service to customers, couriers, and drivers.
• Monitor the delivery lifecycle from courier acceptance to proof of delivery, including but not limited to - track and trace, problem resolution, customer communication.
• Coordinate with our delivery partners according to availability and requirements to ensure delivery is executed in the most cost-effective way while meeting customer SLA.
• Communicate with internal and external groups, especially on high priority loads and customers.
• Solve customer and carrier problems and help resolve issues.
• Communicate escalations on time in order for the issue to be resolved with the least amount of customer impact.
• Demonstrate passion for excellence with respect to treating and caring for customers.
• Assist with procedure optimization of scheduling deliveries from our clients.
• Identify and communicate ways OneRail can continuously improve in its operations.
• Complete order data entry and dispatch if needed.
• Ability to recognize and prioritize tasks based on urgency.

Requirements:

• Customer Service experience is required
• You must be located in Orlando, Florida
• Demonstrated skills managing multiple priorities across different platforms
• Ability to monitor and execute multiple tasks at any given time
• Quick decision-making skills
• Ability to adapt to fast-paced environment
• Computer proficiency with web-based applications
• Strong communication (written and verbal) skills
• Excited to be a part of a team environment
• Contact center experience preferred
• Multi-lingual preferred

About OneRail

OneRail is an innovative technology startup located in Orlando, Florida. We are a delivery orchestration platform that provides multi-modal delivery automation, optimization, and real-time visibility for enterprise clients, all in one place. OneRail connects shippers to an extensive courier ecosystem to enable same day, parcel, LTL, next day, scheduled, and economy delivery selected through automation and rate shopping across all modes.

All Team Member Benefits

• Competitive base compensation
• Health Insurance with generous company contribution (medical, dental, vision)
• Company-paid life insurance, short-term and long-term disability
• 4% 401K match with immediate vesting of Company match
• Continuing Education Opportunities
• Flexible/Open (Uncapped) Paid Time Off (PTO) Policy
• Generous Company-paid Holidays

Onsite Perks

• Standing desks
• Recreational and Video games
• Large breakroom and lounge
• Stocked kitchen and fridges
• Cappuccino machine
• Onsite restaurant and daily food trucks
• Onsite car detailing
• Onsite dry cleaning
• Ample free parking

To view more details about what is like to work at OneRail, or to view a full list of career opportunities, please visit https://www.onerail.com/careers/

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