Customer Support Coordinator II - Enterprise

Job Description

The Customer Support Coordinator II - Enterprise is responsible for supporting enterprise-level customers by serving as a primary point of contact for day-to-day support needs and more complex operational coordination. This position supports Arc Best customers by coordinating service needs, communicating timely updates, and assisting with the resolution of moderately complex customer account-related scenarios.

• Coordinate day-to-day operational support activities for enterprise customers, including customer requests, shipment needs, moderately complex account-related questions, and service exceptions.
• Support enterprise customer accounts by monitoring customer activity, identifying potential service impacts, and proactively communicating updates to internal and external stakeholders.
• Coordinate with internal and external partners to support timely logistics execution.
• Evaluate customer inquiries and operational challenges to determine urgency and impact, and the appropriate course of action within established procedures.
• Maintain in-depth knowledge of customer-specific expectations, and support procedures to promote consistent service delivery.
• Gather, organize, and maintain enterprise customer communications, operational updates, and resolution activity in designated systems to support customer follow-up and service.
• Monitor assigned customer support activity and shipment-related exceptions to help identify trends, service obstacles, or recurring operational challenges, and initiate appropriate follow-up actions.
• Follow established procedures while using judgment to address less-routine scenarios identifying opportunities to improve responsiveness, efficiency, and customer support outcomes.
• Partner with internal teams, and other business partners to support customer requests, account needs, and service execution.
• Provide timely follow-up on open items, escalations, and customer support tasks.
• Assist customers and internal users with customer-facing systems, and website access to facilitate enterprise customer support.
• Partner with team members to provide account coverage, address shared service needs, and support customer requests during workload demands.
• Other duties and projects, as assigned.

Education:

• Bachelor's Degree, preferred
• Experience will be considered in lieu of formal education.

Experience:

• 1 year of experience in the transportation or logistics industry in a customer focused role, preferred

Computer

Skills:

• Proficient with Microsoft Office Suite, preferred

Competencies:

• Flexibility and Adaptability
• Active Learning
• Customer Focus
• Effective Communications
• Managing Multiple Priorities
• Problem Solving
• Customer Support Operations

Work Hours:

• Work hours vary based on scheduling to provide market coverage during normal business hours, generally Monday-Friday, 7:00 am - 7:00 pm. May include occasional irregular and weekend hours depending on workload.

Travel Requirements:

• Minimal (0%-25%)

Compensation:

• This is an hourly position paid biweekly.

Arc Best is a multibillion-dollar integrated logistics company that's helped businesses build better supply chains for over a century. With 14,000+ employees across 250 campuses and service centers, we connect owned assets, a broad brokerage network and innovative technology to deliver end-to-end supply chain solutions for customers around the world.

Our people make the difference. From customer service and operations to technology, sales and logistics professionals, every employee plays a role in supporting customers and solving complex logistics challenges. It's the kind of people-first culture that's earned recognition as a Best Company to Work For by U.S. News & World Report and one of America's Best Employers for Company Culture by Forbes.

At Arc Best, you're part of a team grounded in our core values:
Creativity, Integrity, Collaboration, Growth, Excellence and Wellness. Whether you're starting your career or bringing years of experience, you'll find opportunities to learn, grow and make an impact.