TRANSPORTATION & FULFILLMENT COORDINATOR

About the role

This is a hybrid position that requires working from our Legacy West Support Center in Plano, Texas.

Responsibilities

• Maintain accurate, timely, and thorough records.
• Demonstrate strong interpersonal skills to provide exceptional customer service.
• Manage exceptions and review databases for errors; research and resolve issues and respond to escalated service requests.
• Answer incoming customer emails and phone calls, taking appropriate action to resolve each inquiry in a timely manner.
• Maintain departmental KPIs and customer satisfaction metrics as defined by the department.
• Manage store and customer logistics issues as they arise, including track-and-trace activities, and provide weekly KPI scorecards.
• Perform routine data entry, including but not limited to: Entering new orders and shipment information into computerized tracking systems. Tracing inbound and outbound shipments with OTR, LTL, and small-package carriers. Updating shipment and order information across multiple systems. Monitor and respond to customer emails to ensure timely communication; escalate internal and external concerns for expedited resolution; maintain a high level of customer satisfaction.

Requirements

• A high school diploma or equivalent required; an associate or bachelor’s degree preferred.
• Strong written and verbal communication skills.
• Detail-oriented with strong analytical abilities.
• Ability to learn new software systems quickly and efficiently.
• Ability to multitask, prioritize, and organize work effectively in a fast-paced, deadline-driven environment.
• Proficiency in Microsoft Office applications, including Outlook, Excel, and Word, as well as transportation and freight management software.
• Minimum of two (2) years of customer service and/or transportation experience required.
• Minimum of two (2) years of general office experience required.

Knowledge, Skills & Abilities

• Excellent written and verbal communication skills.
• Practical experience with Transportation Management Systems (TMS).
• Strong strategic thinking and problem-solving abilities.
• Ability to work effectively with all levels of the organization and third-party partners.
• Strong analytical skills to support transformation initiatives and daily, weekly, and monthly reporting.

Benefits

• A competitive salary and outstanding benefits package that includes medical, dental, vision, life Insurance, paid vacation and sick days, paid holidays, tuition reimbursement and 401(k) with company match.
• In addition, associates of SBH may take advantage of our in-house salon with complementary services and a varied selection of food options at our corporate campus.
• Also, featured at our corporate campus, is both a Sally Beauty and CosmoProf Professional onsite store, where associates enjoy a great merchandise discount!