Logistics Escalations Specialist

Job Description:

• Act as the primary contact for escalated service issues from Sales, Customer Experience, and Operations across phone, email, chat, and case management systems
• Analyze and resolve complex service disruptions by coordinating with dispatch, site leadership, and cross-functional teams
• Manage a high volume of escalations independently, prioritizing cases by urgency and business impact
• Maintain detailed and accurate escalation case documentation
• Track trends and contribute to process improvement initiatives
• Serve as a subject matter expert and escalation point
• Ensure timely resolution, root cause analysis, continuous improvement in customer satisfaction, and operational efficiency

Requirements:

• High School Diploma or G.E.D.
• 3 years of relevant work experience working in a team setting
• Ability to communicate effectively with several areas
• 3 years multitasking in a fast-paced work environment
• Excellent organizational skills
• Experience working cross-functionally with internal teams to resolve service issues
• Dispatch, Router, Logistics preferred
• High Level Computer Competency and Communication skills needed
• Bachelor's Degree (accredited) preferred
• Familiarity with CRM and case management tools (e.g., Salesforce, ServiceNow) preferred

Benefits:

• Your Tomorrow Education Assistance Program
• Paid on-the-job training
• Established career progression
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term disability
• Stock purchase plan
• Company matching on a 401(k)
• Paid vacation
• Paid holidays
• Paid personal days
• Dependent day care
• Discounted stock options