TOC Customer Service Representative/full - time/ Tues. - fri. /2:00pm - 1:00am

Transportation Operations Center Customer Support Representative

Transportation Operations Center "TOC" Customer Support Representative is responsible for providing professional phone, e-mail, and chat communications delivery support. Responsibilities include assisting drivers with deliveries, taking driver travel requests, providing stores with status of delivery; as well as performing outgoing communications to the travel department, store personnel, and drivers.

Duties and Responsibilities:

• Answer telephone calls from drivers, stores, and carrier teams. 45%
• Provide delivery support to driver
• Provide delivery status to store personnel
• Take off-hours travel requests from drivers
• Follow up on open delivery issues with carrier and store teams. 15%
• Complete standard travel requests from driver and DG private fleet leadership. 15%
• Assist drivers with off hours support. 10%
• Sending workflow to tablet
• Locating trailer at DC
• Driver Call In
• Assist store with non-respond sweep requests. 5%
• Follow up on email communication as needed and instructed. 5%
• Accurately assess and escalate issues that may require CSA handling. 5%

Qualifications:

• Proficient communication (written and verbal), listening, and interpersonal problem-solving skills
• Ability to de-escalate calls, emails, and chats to the satisfaction of the customer and company.
• High attention to detail, strong planning, and organization skills
• Willingness to make critical decisions to ensure normal operating of the transportation department
• Proficient understanding of quality control, training techniques
• Ability to multitask in a fast moving high-stress environment that frequently experiences change
• Must know MS Office software

• One to two years in transportation operations for a retailer, manufacturing company, major carrier, logistics, or contact center company required.
• Two plus years customer service experience required
• Prior lead experience preferred
• One year experience using contact center software (i.e. ServiceNow; Salesforce; 3CL; Nice, etc.).

Dollar General is an equal opportunity employer.