TOC CUSTOMER SERVICE LEAD
Core
Subject matter expert and operational support lead for the 24/7 Transportation Operations Center (TOC), handling escalated complex cases and coordinating workflows for drivers and field teams.
Role type
Senior IC customer service lead (logistics operations)
Builds
Operational continuity and resolution for high-stakes transportation incidents
Domain
Logistics / Transportation Operations
Required skills
Advanced critical thinking, complex case management, workflow coordination, SOP adherence, trend analysis, stakeholder communication
Preferred skills
Leadership experience, CRM system proficiency (ServiceNow), logistics environment experience
Responsibilities
Independently handle escalated cases and implement long-term solutions, analyze escalation patterns to recommend preventative measures, coordinate responses for off-process mass requests during major incidents, act as primary resource for team members on TOC processes, collaborate with supervisor to distribute workflow assignments, participate in team meetings to discuss case management strategies
Seniority
Senior, hands-on IC