TOC CUSTOMER SERVICE LEAD
Core
Subject matter expert handling escalated, complex cases and analyzing trends to support drivers, store teams, and field operations within a 24/7 Transportation Operations Center.
Role type
Senior IC customer service lead (logistics operations)
Builds
Operational continuity and resolution of high-stakes incidents for transportation and logistics networks
Domain
Transportation and logistics operations
Required skills
Advanced critical thinking, complex case management, trend analysis, workflow coordination, SOP adherence, CRM proficiency
Preferred skills
Leadership experience, subject matter expertise in logistics, familiarity with ServiceNow
Responsibilities
Independently handle escalated cases and implement long-term solutions, conduct comprehensive analysis to identify escalation patterns, act as primary resource for team members on complex processes, coordinate workflow distribution with supervisors, manage portfolios of high-priority cases and major incidents
Seniority
Senior, hands-on IC