Logistics Coordinator-Roadside Maintenance Support

As Customer Support Associate II, I answer calls/chats and assist when it comes to our customers’ accounts and billing concerns. I am handling refund requests, account recovery, and renewal of subscriptions- all of each involves sensitive information such as account credentials and credit card details. I make sure to exercise high levels of confidentiality, attention to detail and adherence to policy to protect customer’s data privacy. Furthermore, I also help customers with basic troubleshooting steps when it comes to technical issues related to the product.

As a Track and Trace Specialist, I monitor and update the movement of our client’s loads, making sure each one of them will be delivered on time. I keep records of important data such as the time in and out of the drivers both on the pick-up address and delivery address. We also secure the paperwork such as Bill of Lading, Proof of Delivery and Seal Numbers. I make sure to report any issue that may cause possible delays with the shipment. As a Truck Maintenance Coordinator, my main task is to answer calls from our drivers who may need road or in-shop service. I record the details of the issue and identify the most suitable shop or vendor to handle the repairs. I must keep an eye on ongoing issues and make sure each one of them are handled accordingly and be prepared if our drivers need further assistance. My job includes scheduling preventive maintenance for our drivers, ensuring it is strategically planned to minimize downtime. I am also responsible for updating the drivers and their dispatchers on the status of their respective units. Setting up Uber, Truck wash and issuing CLC for hotel accommodation are some of the minor tasks that we do for our drivers. Also, I review vendor invoices for accuracy and issue corresponding Purchase Orders. I document all repairs and formally endorse outstanding items to the next team to ensure continued monitoring.

As a Data Analyst, I read and listen to our agents' calls/chats and identify the root cause or the specific reason why the customers provided such rating. I identify errors ranging from grammar and process adherence to call and chat handling. Then provide coaching points that the Team Leaders should use during their coaching sessions with agents. I also facilitate bi-weekly calibration with the Team Leads to make sure everyone is updated on the process and on boarded on policy changes. Our team’s main goal is to help the operations to lessen the controllable drivers that causes dissatisfied reviews from the customers.