Delivery Support Specialist

Our Delivery Support Specialists are the driving force of OneRail. A Delivery Support Specialist is responsible for managing all aspects of shipping routes and delivery. This role is key to meeting our delivery promise to our clients. Additionally a Delivery Support Specialist is responsible for responding immediately to customer questions and notifying them of any delivery delays. Attention to detail efficient multitasking and providing excellent customer service is essential in this position. Customer service and industry/contact center experience strongly preferred.

All Delivery Support Specialists are paid hourly and begin at $21.40/hour with an additional $.60/hour pay differential $22.00/hour) forbilingual (Spanish/English) team members.

Responsibilities:

• Attend to high volume of inbound and outbound calls emails and chats.
• Provide exceptional customer service to customers couriers and drivers.
• Monitor the delivery lifecycle from courier acceptance to proof of delivery including but not limited to track and trace problem resolution customer communication.
• Coordinate with our delivery partners according to availability and requirements to ensure delivery is executed in the most costeffective way while meeting customer SLA.
• Communicate with internal and external groups especially on high priority loads and customers.
• Solve customer and carrier problems and help resolve issues.
• Communicate escalations on time in order for the issue to be resolved with the least amount of customer impact.
• Demonstrate passion for excellence with respect to treating and caring for customers.
• Assist with procedure optimization of scheduling deliveries from our clients.
• Identify and communicate ways OneRail can continuously improve in its operations.
• Complete order data entry and dispatch if needed.
• Coordinate with couriers to track movements of deliveries.
• Tracking drivers and fixing shipping errors.

Requirements:

• Prior Customer Service experience is required.
• Must have some logistic/dispatching experience.
• Contact center experience preferred.
• You must be located in Orlando Florida and willing to work onsite at OneRail HQ (ZIP 32819.
• Demonstrated skills managing multiple priorities across different electronic platforms.
• Ability to monitor and execute multiple tasks at any given time.
• Must possesdecisionmaking skillsthe ability to quickly assess situations determine action plans and execute action plans.
• Ability to adapt to fastpaced environment.
• Computer proficiency with webbased applications.
• Strong communication (written and verbal) skills.
• Must be enthusiastic about working in ateam environment.
• Multilingual preferred.
• Ability to handle multiple deliveries at once.
• Ability to recognize and prioritize tasks based on urgency.

About OneRail

OneRail headquartered in Orlando FL is the emerging leader in Final Mile delivery technology. Our OmniPoint SaaS platform uses proprietary algorithms and artificial intelligence to power efficient sameday delivery programs for major companies like Lowes Pepsi American Tire Distributors and Advance Auto Parts.

OmniPoint is the cornerstone of OneRails integrated final mile delivery solution.

• Capture. Within moments of a purchase that requires sameday delivery OmniPoint captures a shippers demand signal from their POS ERP or ecommerce system: what was ordered where it is where its going and when it needs to be there.
• Optimize. OmniPoint uses this data to specify the optimal vehicle for the orders size and weight as well as any extra services required. OmniPoint then calculates allin shipping costs and optimizes delivery routing.
• Execute. Customers can direct deliveries to their fleet or OneRails nationwide network of 12 million couriers available 24/7/365.
• Support. Deliveries can be supported as they occur by OneRails skilled Exceptions Assist team to handle unforeseen delivery issues on the customers behalf.
• Follow Up. OmniPoint enables the consumer or receiving business to track their order delivery in real time and provide feedback through a customerbranded interface.

OneRail has been recognized by Gartner as one of the most innovative solutions in the Final Mile delivery space. We ranked in the top 100 of the Inc. 5000 list of the fastestgrowing US private companies in 2022 and 2023 and received an Inc. Best Workplace award in 2023.

Regular Fulltime Team Member Benefits

• Competitive base compensation
• Health and wellness Insurance with generous company contribution (medical dental vision)
• Companypaid life insurance shortterm and longterm disability
• 4 401K match with immediate vesting of Company match
• Continuing Education Opportunities
• Flexible/Open (Uncapped) Paid Time Off (PTO) Policy for Salaried Team Members*
• Competitive Paid Time Off (PTO) Policy for Hourly Team Members*
• Generous Companypaid Holidays

Onsite Team Member Job Perks

• Relaxed/casual work environment
• Standing desks
• Recreational and Video games
• Large breakroom and lounge
• Stocked kitchen and fridges
• Cappuccino machine
• Onsite restaurant and daily food trucks
• Offices conveniently located with quick access to I4 SR528 and Floridas Turnpike
• Ample free parking

OneRails Travel Policy for Remote Team Members

While OneRail allows remote work for certain posted roles noted as Remote Work Available on the Companys website a core requisite for all roles is that team members be willing and able to occasionally travel to OneRails Orlando Florida headquarters. All team members are required to participate in onsite onboarding at the onset of employment and then on an asneeded basis thereafter as a condition of their employment.

To view more details about what is like to work at OneRail or to view a full list of career opportunities please visit