NFO Time Critical Specialist

About the role

The shift for this position is Tuesday - Saturday, 1400 - 2200 EST.

Responsibilities

• Provide a professional service to customers and liaise with key parties including third party suppliers and other company offices.
• Ensure excellent service is delivered to customers during all telephone/email and virtual contacts.
• Work with leadership and fellow staff to ensure processing of shipment orders in accordance with established procedures and standards.
• Administer the correct processes of each shipment, ensuring all SOPs are followed properly in regard to order management and the setup and alerting of each shipment, tracking and communication.
• Escalate issues, errors and delays immediately per processes set forth.
• Communicate to the supervisor any unusual occurrences, emergency situations and any situation that could disrupt the level of operations and/or customer service.
• Communicate and document all service issues that may impact the next shift or requiring special attention to their shift supervisor.
• Meet and exceed Ascent performance and productivity expectations including but not limited to phones, emails, and task management.
• Actioning emails and responses in less than 10 minutes.
• Adhere to all phone protocols and performance standards.

Qualifications

• A high school diploma or general education degree (GED).
• Strong computer skills and proficiency in Microsoft Office (Excel, Word and Outlook).
• Outstanding customer service skills required.
• Understanding of world geography and United States Geography.
• Experience with Next Flight out shipments, systems and vendor operations is strongly preferred.
• Ability to work under pressure and follow through on tasks.
• Ability to handle multiple tasks quickly and simultaneously.
• Excellent organizational skills, attention to detail and follow through.
• Proven ability to communicate (verbal and written) effectively with direct staff, management peers and senior level management.

Benefits

• 401(k) and employer matching.
• Life Insurance.
• Health, Dental, Vision Insurance.
• Short- & Long-Term Disability.
• Paid Time Off (PTO).
• Employee Assistance Program.
• Paid Parental Leave.
• Employee Wellness Program.
• Paid Holidays.
• Employee Recognition Programs.
• Flexible Spending Account (FSA).
• Tuition Reimbursement.
• Health Savings Account (HSA).
• Overtime, Differential & Bonus Pay.

Salary Range: $24 - $27