Customer Service Representative

Aston Carter • Chandler, AZ • 3w ago

Job Title: Customer Service Representative

Job Description

We are seeking a dedicated Customer Service Representative to deliver outstanding carrier and driver experience/solutions in a contact center environment. The successful candidate will research, problem-solve, set appropriate expectations, and work within a transportation network. This role requires working in a fast-paced environment. You will be making outbound calls to understand and resolve transportation-related issues and support workload surges and weather-related operations as needed, including significant overtime during high-volume peaks. You will be helping truck drivers resolve any disruptions they experience to their day to day.

Responsibilities

Deliver outstanding carrier and driver experience/solutions in a contact center environment.

Research, problem-solve, and set appropriate expectations within the Transportation network.

Work in a fast-paced environment, adhering to schedules: start/stop times, breaks, and lunches.

Make outbound calls to understand and resolve transportation-related issues.

Support workload surges and weather-related operations, including significant overtime during high-volume peaks.

Use internal systems to gather data from multiple sources for daily, weekly, monthly, and quarterly reporting.

Work with cross-functional teams.

Provide support to field teams in driver assignment, load acceptance, and driver/equipment availability.

Essential Skills

Customer service experience

Call center background

Problem-solving skills

Tech-savvy

Experience in transportation, intermodal, logistics, and supply chain

Driver support experience

Additional Skills & Qualifications

Call center background required; making 60-80 calls per day

Ability to work in unstructured environments ('the grey')

Critical thinking and problem-solving skills

Ability to de-escalate situations and find resolutions

Experience navigating multiple systems and tools

Adaptability to changing rules and processes

Performance-driven with experience in metrics-driven roles

Self-sufficient

A completed Bachelor's Degree from an accredited university or 2 years of relevant work experience, or 4 years of work experience in the logistics/transportation industry

Entry-level knowledge of MS Excel

Flexibility to work day and weekend shifts as needed

Work Environment

The DM team will move to 100% onsite by summer 2025. Shift patterns/schedules are still being confirmed, but employees must be available for 9 am or 10 am start times with flexible schedules. Availability to work at least one weekend day, possibly two, is required.

Pay and Benefits

The pay range for this position is $21.00 - $21.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: - Medical, dental & vision- Critical Illness, Accident, and Hospital- 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available- Life Insurance (Voluntary Life & AD&D for the employee and dependents)- Short and long-term disability- Health Spending Account (HSA)- Transportation benefits- Employee Assistance Program- Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Chandler,AZ.

Application Deadline

This position is anticipated to close on Apr 11, 2025.

About Aston Carter:

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

Diversity, Equity & Inclusion

At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

Hiring diverse talent

Maintaining an inclusive environment through persistent self-reflection

Building a culture of care, engagement, and recognition with clear outcomes

Ensuring growth opportunities for our people

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.

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