Account Support Representative

Company: Aston Carter
Location: Nashville
Posted on: March 21, 2023

Job Description:

Description:This Transportation Operations team is seeking highly skilled and motivated Logistics Specialists to assist in the management of daily freight movements flowing into and out of our North American fulfillment centers and our associated fulfillment network. This is an exciting opportunity to join a new team in a huge growth area. An ideal candidate has a background in transportation and excellent customer service skills. He/she has the ability to coordinate between multiple parties to ensure high levels of customer service. This job will require exceptional communication skills while having the ability to work independently in a high pressure environment.Responsibilities include, but are not limited to:

• Continual, tactical communication and account management with external customers (Carriers, Vendors/Suppliers)
• Ability to pull data from numerous databases (using Excel, Access, SQL and/or other data management systems) and to perform ad hoc reporting and analysis as needed.
• Review data and reports related to appointment and arrival times and the ability to make business decisions/process improvement based off of reported data.
• Excellent communication, both verbal and written as you will be required to create a narrative outlining your weekly findings and the variances to goals, and present these finding in a review forum.
• Work within various time constraints to meet critical business needs, while measuring and identifying activities performed.
• Lead initiatives to re-engineer business processes and identify and eliminate root causes of defects in order to drive efficiency in companies transportation operations.
• Must be able to systematically escalate problems or variance in the information and data to the relevant owners and teams and follow through on the resolutions to ensure they are delivered.
• Develop performance metrics to assist with driving business results.
• Ability to scope out business and functional requirements for the companies tech teams who create and enhance the software systems and tools we use.
• Must be able to quickly understand the business impact of the trends and make decisions that make sense based on available data.Typical Day:
  • In the regular season it is it is around 20 to 25 calls per day with internal drivers but sometimes those calls can be up to 30 minutes to get a resolution.
  • During Peak Season (September through December) it is more along the lines of 30 to 35 calls a day.
  • Although all calls are mainly with internal drivers and suppliers right now, this department is moving to talking to external companies/customers so that's why having good customer service skills and problem resolution is very important.
  • This team is the execution team responsible for making sure deliveries across North America are on track. They mainly help the current drivers on resolution, get new drivers if that is needed, and personally update customer. They are moving to being more of the front-line facing team for external companies/customers in the near future though.Training Hours: M-F shift between 7am - 6:30pm (8 Hour shift). This will be the first 2-3 weeks.Shift Hours: Sunday - Wednesday / 9am to 7:30 EST Wednesday - Saturday / 9am to 7:30 EST Location: Training is Remote for 3 Weeks; Then the schedule is hybrid (2 days in office/2 days at home). Could potentially be in office 3 days and home 1 day, starting May 1st. Pay: $21 per hourContract-to-hire: Great opportunity to get your foot in the door with agreat company and earn permanent employment! Career path to get promoted into aSupply Chain Management position. Note: PEAK Season (Oct-Dec) You can work upwards of 10-20 hours of OT a week, based on business need. Note: Due to PEAK season falling on holidays, if you are scheduled to work on a holiday you will have to work your standard shift. Additional Skills & Qualifications:
    • Transportation and Logistics experience is a plus but not needed. Must have Customer service experience with deescalating and problem solving. Can be from managing customer accounts, conflict resolution, escalation calls, etc.
    • Analytical experience is also good as long as they are okay with taking calls. Taking different inputs from different sources and resolving these would be helpful in this role.
    • A completed Bachelor's Degree from an accredited university, or equivalent experience.
    • MS Office experience required, with intermediate level in Excel.
    • Must be flexible to work some weekend shifts as needed, as this team provides tactical support to the companies fulfillment network 7 days/week.
    • Experience in manufacturing, transportation, customer service, and/or distribution environments.
    • Data management & data quality control experience with experience pulling and analyzing large sets of data.
    • Demonstrated experience using data to drive root cause elimination and process improvement. Additional Information:This position going to be on both sides on the drivers andthe customer. Some examples:
      • If a shipment gets delayed or there's some type of issue they're updating the customer.
      • If there's problems with drivers that they back out or truck breaks down, they're immediately escalating it and trying to find another driver in the area to pick up the load.
      • If there's an issue at the fulfillment center where the product isn't there anymore or something happens to it, they're talking to them and updating the driver that's probably on their way to get there and updating all of this in the system.It's the execution team so they're really trying to resolve all of the escalation and keep the customer and the companies third party employees happy. 25 calls on a normal basis and during peak (October-December) it's more in the 35 calls a day range. About Aston Carter: Please Note: Scammers are posing as Aston Carter. We'll never contact you via Gmail, Telegram, or WhatsApp and we'll never solicit money from you. At Aston Carter, we're dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions - from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless. Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients' capabilities by seeking solvers and delivering solutions to address today's workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit . Aston Carter is a company within Allegis Group, a global leader in talent solutions. The company is an equal opportunity employer and will consider all applications without regards 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 call or email for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.

Keywords: Aston Carter, Nashville , Account Support Representative, Professions , Nashville, Tennessee