Logistics Routing Analyst

Overview

The Logistics Routing Analyst manages all aspects of support related to routing operations, system functionality, and user experience. This role is crucial for meeting the delivery promises to clients. The role also involves responding to customer questions and assisting with shipper-specific functions.

Responsibilities

• Attend to moderate to high volume emails, chats, and both inbound and outbound phone calls
• Provide exceptional customer service to customers, couriers, and drivers
• Maintain the routing lifecycle from order entry to proof of delivery, including route optimization, track and trace, problem resolution, and customer communication
• Learn and understand all areas of the platform affecting routing
• Coordinate with delivery partners to ensure delivery is executed cost-effectively while meeting customer SLAs
• Develop a thorough understanding of customer-specific operational system use to expedite the support process
• Understand and follow technical tickets to identify correct system behaviors applicable to routing customers
• Communicate with internal and external groups, especially on high-priority situations and customers
• Solve customer and carrier problems and help resolve issues
• Communicate escalations on time to resolve issues with minimal customer impact
• Demonstrate passion for excellence with respect to treating and caring for customers
• Aid in procedure optimization of scheduling deliveries from clients
• Identify and communicate ways OneRail can continuously improve its operations
• Complete order data entry and dispatch if needed
• Coordinate with couriers to track movements of deliveries
• Track drivers and fix shipping errors
• This position has the potential to grow into a customer-facing role
• Prior customer service experience is required
• Must have some logistics experience with routing elements preferred
• Must possess an analytical mindset
• You must be located in Orlando, Florida, and willing to work onsite at OneRail HQ (ZIP 32819)
• Must demonstrate skills managing multiple priorities across different electronic platforms
• Ability to monitor and execute multiple tasks at any given time
• Must possess decision-making skills to quickly assess situations, determine action plans, and execute action plans
• Ability to adapt to a fast-paced environment
• Computer proficiency with web-based applications
• Strong communication (written and verbal) skills
• Must be enthusiastic about working in a team environment
• Ability to recognize and prioritize tasks based on urgency
• Contact center experience preferred

About OneRail

OneRail is a leading omnichannel fulfillment solution that pairs best-in-class software with logistics as a service to provide dependability and speed to help businesses meet their delivery promises. With a real-time connected network of 12 million drivers, OneRail matches the right vehicle for the right delivery, helping brands lower expenses and increase capacity to rapidly scale their businesses. This people-plus-platform approach features a 24/7 USA-based exceptions team maintaining a 98% on-time delivery rate. By optimizing fulfillment processes, reducing costs, and improving order accuracy with store-shelf-to-doorstep visibility, OneRail is committed to empowering clients and improving the customer experience.