PURPOSE
The Operations Agent is responsible for providing superior customer service through all communications channels to ensure the conversion of shipments to tenders. Agents must respond to calls and emails in a professional manner, addressing any customer questions or issues.
ESSENTIAL DUTIES & RESPONSIBILITIES
Enter shipments in the TMS platform
Contact pickup and delivery locations to set appointment times, following shipment constraints
Verify accuracy of shipment information with customers
Assist customers with service requests, inquiries, or concerns
Proactively answer a significant number of emails daily
Partner with carrier sourcing representatives to ensure we provide current, competitive rates
Handle a high volume of calls daily
Be available for the on-call covering nights, weekends, and holidays as needed
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
Exceptional attention to detail
Ability to remain focused and driven during high volume email and call days
Arrive to work on time daily, prepared to begin your job
Willingness to learn, improve, and receive coaching/constructive feedback
Must be willing to work through unexpected problems to find a reasonable solution
Detail-oriented and problem-solving skills
Ability to work professionally and effectively with a diverse group of individuals
Advance technology skills with a strong focus on data entry, Microsoft Office products, and email correspondence
Ability to quickly learn and navigate through multiple systems proficiently
Ability to self-manage and proactively assume tasks, and communications
High school diploma, or equivalent
1 year of customer service experience
2 years of freight logistics experience
PHYSICAL DEMANDS & WORK ENVIRONMENT
Work Environment: The work schedule of this position will be determined based on the organizational needs, it will be subject to change based on business demands and may require work outside of standard business hours. The job is performed in a general office environment with the option to work remotely as needed.
Worldwide Express, a part of WWEX Group, is a top-rated third-party logistics provider, helping more than 113,000 small to medium-sized businesses ship smarter. We are a part of the largest authorized UPS ® reseller in the nation, as well as the second-largest privately held freight brokerage in the country, arranging the delivery of 53 million small package, LTL and truckload shipments annually.
When you work with Worldwide Express you’ll have a proactive logistics expert on your team, who’s ready to provide you with practical ideas to save your business time and money. You’ll benefit from a streamlined shipping platform that allows you to quickly create and track your shipments and access an impressive portfolio of more than 75 top freight carriers 45K+ full truckload carriers and the nation’s leading small-package carrier, UPS ®.
Follow us to learn more, and visit our website, www.wwex.com. Find us on X (@CorporateWWE), Instagram (@WorldwideExpress), and Facebook (@WorldwideExpress) for more insights into the benefits of Worldwide Express and the #WWEXlife.
