4:00pm-3:00am

Dollar General•San Antonio, TX

About The Position

Transportation Operations Center “TOC” Customer Service Associate is responsible for the communication to stores, carriers, and DG Support Team on carrier deliveries and other administrative functions. Responsibility includes proactively tracking, tracing, and reporting on outbound dedicated loads, addressing respond tickets, StoreNet communications and store requests. Works with the private fleet and 3rd party carrier teams to ensure on time store deliveries and monitor all trailer activities. Works with private fleet to ensure driver safety and compliance.

Requirements

Proficient communication (written and verbal), listening, and interpersonal problem-solving skills
High attention to detail, strong planning, and organization skills
Ability to function in a high-stress environment
Ability to perform in a fast-paced environment
Bachelor’s degree in Business or Logistics preferred, or comparable experience of one to two years in transportation operations for a retailer, manufacturing company, major carrier, logistics company, or contact center required.
One to two years customer service experience preferred.

Nice To Haves

Knowledge of dedicated transportation operations preferred
Understands driver logs and hours of service preferred
Proficient in usage of dispatch software to perform routing, scheduling, and shipment tracking preferred
One to two years onsite driver dispatch experience preferred.
One year experience using contact center software (i.e. ServiceNow, Smartsheets, Salesforce, 3CL, Nice, etc.) preferred.

Responsibilities

Track and trace deliveries throughout the network to provide proactive communication regarding delivery delays to stores.
Provide administrative support to outbound transportation.
Update Stop Truck List
Update Do Not Acknowledge list
Process sweep requests
Delivery Restrictions and Changes
Re-processing of Loads
Answer complex emails from the field with questions regarding delivery ETAs, delivery concerns, sweep requests, etc.
Facilitate travel arrangements for transportation team.
Answer telephone calls from drivers, vendors, DCs, SSC and other external sources.
Manage complex calls from Customer Service Representative to resolution
Assist with overflow calls from the Customer Service Representative queue
Real time monitoring of truck and trailer alerts.
Refrigerated trailer health alerts
Trailer door alerts
Safety alerts