Operations Agent

Delivery Assurance – Operations Agent What You’ll Do

• Provide quality customer service by following Ascent policies and procedures along with unique customer requirements.
• Perform online order entry of premium shipments while interfacing with customers via phone or email.
• Make award decisions based on customer expectations.
• Initiate and maintain various modes of transportation including Ground Expedite (GEX), Domestic (HWAF), Ford (IAF), Truckload (TL), and Air Charter (ACH).
• Identify and resolve issues (recoveries, delays, capacity, carrier, customer, etc.) regarding premium shipment exceptions.
• Follow-up and communicate status of each premium shipment exception to ensure on-time customer delivery requirements are met.
• Escalate issues/problem situations with customer/carrier/management as appropriate.
• Maintain proficiency in all applicable computer systems used within Ascent.
• Maintain knowledge on how to establish any new customer per department requirements.
• Provide support to Charter Management when available.
• Maintain and communicate turnover items.
• Conduct provider evaluations as assigned.
• Help to promote a strong workplace culture by maintaining a positive attitude, encouraging behavior, and valuable ideas.

• High school diploma or general education degree (GED); or equivalent combination of education and experience.
• 1 year of customer service experience (required).
• Strong computer skills in Microsoft Windows, Word, Outlook and Excel preferred.
• Basic geography knowledge (preferred). Applicants should understand the locations of US States and Canadian Provinces – including major cities thereof.
• Capability to pay attention to detail while multi-tasking.
• Solid communications skills – both verbal and written.
• Ability to think and react quickly with a sense of urgency to time-sensitive problem situations.
• Ability to remain calm during adverse conditions.
• Ability to type a minimum of 30 w.p.m.
• Embody the Ascent Guiding Principles of “Play Hard, Play Smart, Play Together.”

Tuesday - Saturday, 11:30pm - 07:30am

• 401(k) and employer matching
• Life Insurance
• Health, Dental, Vision Insurance
• Short- & Long-Term Disability
• Paid Time Off (PTO)
• Employee Assistance Program
• Paid Parental Leave
• Employee Wellness Program
• Paid Holidays
• Employee Recognition Programs
• Flexible Spending Account (FSA)
• Tuition Reimbursement
• Health Savings Account (HSA)
• Overtime, Differential & Bonus Pay