Customer Operation Specialist Subject Matter Expert

Ascend is revolutionizing the regional truckload sector by capitalizing on technology, establishing density, and presenting driver-friendly routes and policies to become the preferred carrier for shippers seeking high performance and flexibility at competitive rates. Simultaneously, we aim to be the employer of choice for drivers who aspire for a better work-life balance. As a Customer Operations Specialist Subject Matter Expert (SME) at our organization, your primary responsibility will be to oversee the planning board entirely, ensuring that loads are scheduled and coded accurately in the Software. You will be tasked with delegating responsibilities to team members and overseeing all scheduling aspects. Success in this role hinges on your understanding of scheduling, rescheduling, transit time in Logistics, and your ability to address delays effectively. Moreover, you must be capable of training new team members and serve as an expert in all subjects and parameters within the Customer Operations department. **Job Requirements:** - Graduation required. - Good English communication skills. - Strong zeal to learn and work in a fast-paced and energetic environment. - Ability to manage work effectively under pressure. - Geographic awareness about the USA. - Basic computer and MS Office skills. **Job Responsibilities:** - Communicate with shippers and receivers regarding delays or changes. - Obtain updates, including pick-up/delivery times. - Audit loads to ensure proper coding. - Confirm check-in/check-out times as requested by CSR. - Update information in the software system. - Collaborate across all regions. - Escalate any delays during pickups/deliveries to KAMs and CSRs through appropriate channels. - Engage with shippers and CSRs to address issues and provide solutions. - Monitor the complete planning board to ensure timely load assignments. - Revert loads to reschedule status if not picked up. - Provide KAM with reports on loads under 48-hour scheduling compliance status. **Qualifications:** - Minimum of 3 years of logistics or operational experience. **Knowledge, Skills, and Traits:** - Proficiency in Microsoft Word, Excel, and PowerPoint. - Ability to identify the root cause of organizational problems and devise alternative solutions in the best interest of the business. - Flexibility to adapt as required. - Familiarity with effective influencing tactics and strategies. - Basic skills in assessing customer needs and offering solutions. - Strong written and verbal communication skills. - Eagerness to learn from others and retain information efficiently. **Education, Certifications, & License Requirements:** - High School Diploma or Graduate. **Benefits:** - Medical, Dental, Vision - available from the 1st of the month after hire. - 401(k) - 5% match. - Employee Assistance Benefit. - Enhanced Benefits (STD, LTD, Critical Care). - Paid Holidays. - Paid Time Off.,