Project Specialist

Old Dominion Freight Line Special Project Customer Service Representative

At Old Dominion, we don't just move freight—we help businesses keep their promises. As one of the nation's leading LTL carriers, we've earned our reputation by putting people first, delivering premium service, and staying true to the values that have guided us for more than 90 years. Our PROMISES values shape how we work, our family culture shapes how we treat one another, and our commitment to being the Best in the Game drives everything we do.

If you're looking for more than just a job, you'll find a career built on trust, teamwork, and opportunity at OD.

Interact with customers by phone and email to provide information regarding OD Special Project shipping options and ensure the best customer service possible. Assist less experienced employees with customer issues and help drive team performance.

• Manage large amounts of inbound and outbound calls and emails regarding Special Project services in a timely manner
• Daily monitoring of special project shipments to meet specific delivery dates
• Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives by following communication "scripts" when handling different topics
• Build sustainable relationships and engage customers, both internal and external, by going the extra mile
• Accept ownership for effectively resolving customers' issues, complaints, and inquiries
• Keep the customer satisfied at the core of every decision
• Work closely with central dispatch, managers, and operations to accommodate customers' needs
• Assist in the formulation of targets that optimize performance for individuals and teams and work to keep staff motivated
• Assist in hiring new employees
• Answer questions from staff and provide guidance and feedback
• Handle escalated issues and take over customer calls
• Ensure adherence to policies for attendance, established procedures, etc.
• Keep management informed on issues and problems
• Help organize and direct staff in the Special Projects Department

Education:

• High school diploma or equivalent

Experience:

• 5 years of customer service experience in a transportation company
• Understanding of the trucking industry and how freight moves through the system
• Strong phone and verbal communication skills along with active listening skills
• Ability to deal with different types of personalities and effectively handle high-stress situations in a calm manner
• Ability to multi-task, set priorities and manage time effectively
• Excellent organizational and leadership skills
• Proven negotiation abilities
• Knowledge of performance evaluation procedures
• Proficient in English; good knowledge of additional languages desired
• Proficiency with Office programs, such as Outlook, Excel, and Word

Join the OD Family Today! As a Full Time member of our Family, you and your family are eligible to receive:

• Great Health Benefits including a Zero premium medical plan for employee only coverage
• Vision & Dental
• Short Term & Long Term Disability
• Flex Spending Accounts
• 401k Retirement plan with company match and additional company annual discretionary match opportunity
• Life Insurance
• Wellness Program
• Tuition Reimbursement for Drivers and Technicians
• Training and growth opportunities to build a career
• We prioritize our OD family of employees
• Ability to advance through our promote from within philosophy
• National Career Opportunities Available at our 260+ service centers

Old Dominion Freight Line, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, and/or gender expression, sexual orientation, age, disability, pregnancy, genetic information, military status, Vietnam Era and/or veteran status, or any other characteristic protected by applicable law(s).