Operations Agent

Ascent Global Logistics•Belleville, MI

About The Position

As an Operations Agent within our Delivery Assurance department, you’ll be responsible for booking and maintaining premium expedited shipments across various modes of transportation. Utilizing our PEAK platform you will communicate directly with customers and providers to resolve supply chain issues in a timely and professional manner. Provide quality customer service by following Ascent policies and procedures along with unique customer requirements. Perform online order entry of premium shipments while interfacing with customers via phone or email. Make award decisions based on customer expectations. Initiate and maintain various modes of transportation including Ground Expedite (GEX), Domestic (HWAF), Ford (IAF), Truckload (TL), and Air Charter (ACH). Identify and resolve issues (recoveries, delays, capacity, carrier, customer, etc.) regarding premium shipment exceptions. Follow-up and communicate status of each premium shipment exception to ensure on-time customer delivery requirements are met. Escalate issues/problem situations with customer/carrier/management as appropriate. Maintain proficiency in all applicable computer systems used within Ascent. Maintain knowledge on how to establish any new customer per department requirements. Provide support to Charter Management when available. Maintain and communicate turnover items. Conduct provider evaluations as assigned. Help to promote a strong workplace culture by maintaining a positive attitude, encouraging behavior, and valuable ideas.

Requirements

High school diploma or general education degree (GED); or equivalent combination of education and experience.
1 year of customer service experience (required).
Strong computer skills in Microsoft Windows, Word, Outlook and Excel preferred.
Basic geography knowledge (preferred).
Applicants should understand the locations of US States and Canadian Provinces – including major cities thereof.
Capability to pay attention to detail while multi-tasking.
Solid communications skills – both verbal and written.
Ability to think and react quickly with a sense of urgency to time-sensitive problem situations.
Ability to remain calm during adverse conditions.
Ability to type a minimum of 30 w.p.m.
Embody the Ascent Guiding Principles of “Play Hard, Play Smart, Play Together.”

Nice To Haves

Strong computer skills in Microsoft Windows, Word, Outlook and Excel preferred.
Basic geography knowledge (preferred).

Responsibilities

Booking and maintaining premium expedited shipments across various modes of transportation
Utilizing our PEAK platform you will communicate directly with customers and providers to resolve supply chain issues in a timely and professional manner
Provide quality customer service by following Ascent policies and procedures along with unique customer requirements
Perform online order entry of premium shipments while interfacing with customers via phone or email
Make award decisions based on customer expectations
Initiate and maintain various modes of transportation including Ground Expedite (GEX), Domestic (HWAF), Ford (IAF), Truckload (TL), and Air Charter (ACH)
Identify and resolve issues (recoveries, delays, capacity, carrier, customer, etc.) regarding premium shipment exceptions
Follow-up and communicate status of each premium shipment exception to ensure on-time customer delivery requirements are met
Escalate issues/problem situations with customer/carrier/management as appropriate
Maintain proficiency in all applicable computer systems used within Ascent
Maintain knowledge on how to establish any new customer per department requirements
Provide support to Charter Management when available
Maintain and communicate turnover items
Conduct provider evaluations as assigned
Help to promote a strong workplace culture by maintaining a positive attitude, encouraging behavior, and valuable ideas