Operations Specialist

Customer Service

• Answer phone calls from internal and external customers and work through any issues that arise Enter shipments
• Respond to emails in a prompt matter and enter information
• Provide quotes for special projects and requests
• Provide quotes when requested
• Track delivery appointments
• Schedule delivery appointments
• Communicate shipment information
• Respond to customer inquiries in a timely manner
• Engage in active listening, confirm/clarify information that customers may need
• Resolve customer requests that may conflict with other due dates
• Ability to diffuse situations that may involve angry customers
• Build lasting relationships with customers based on trust in providing quality service
• Utilize Crown Data Systems and other servers/tools
• Take part in training and other learning opportunities that expand knowledge within the company and the position.
• Coordinate shipment requests with pre-set routes
• Report and investigate damaged or short shipments

Dispatch

• Correspond with all outside drivers, copy down license information
• Be cognizant of time as well as location of all drivers throughout the day. This is to make sure we are Prepare, fix, audit and or create jobs for drivers
• Keeping up with time sensitive in/and or outbound shipments.
• Communicate with drivers on operations that are directly related to their work at hand
• Confirm all outbound shipments are dropped on time
• Communicate with customers if timing on pickup/delivery must be revised

Operations

• Review footage on security cameras when needed
• Identify loss in sales and try to obtain business
• identify problems and create solutions
• Prepare, fix, audit and or create jobs for drivers
• Create policy and procedures (with consultation of others)
• Projected future operations
• Solve short term daily issues, as well as future issues that will affect operations
• Process driver paperwork
• Communicate with dispatch and customer service on operations
• Be available for any incidents after/before hours that may occur outside of normal on duty time
• Work with all departments in order to have operations succeed
• Resolve any operational issues that occur. (missed drops/deliveries/recoveries)
• Resolve escalated operations issues that occur
• Clarify addresses and delivery instructions as needed