The TOC Customer Service Representative (CSR) provides essential support to the 24/7 Transportation Operations Center (TOC). This role requires effective communication and problem-solving skills to assist drivers, stores, and field teams with delivery assistance, travel guidance, on-the-road support, and store operations support through phone, SMS, email, and chat. CSRs play a crucial part in ensuring successful customer service interactions by offering real-time support to addressing issues promptly. Job Responsibility Customer Support (65%) • Responds promptly to drivers, stores, and field teams via phone, SMS, email, and chat for delivery, travel, navigation, and operations inquiries. • Assists with onsite delivery challenges and provides troubleshooting support to resolve issues quickly. • Escalates complex cases to higher-level support as needed to ensure effective problem resolution. • Coordinates with store operations teams to provide necessary delivery details and resolve issues effectively. Issue Documentation & Case Management (25%) • Logs support interactions accurately in ServiceNow to maintain a comprehensive record of cases. • Tracks and monitors ongoing issues to ensure timely resolutions, escalating unresolved cases as necessary. • Documents resolution steps and key updates to support seamless case handover between shifts. Team Collaboration & Communication (10%) • Fosters a positive and collaborative team environment by communicating openly and effectively with colleagues. • Participates in team meetings to discuss cases and share best practices for improved service delivery. • Supports a seamless 24/7 operation by ensuring effective handovers and updates between shifts. Job Qualifications • Proven customer service skills with a proactive approach to problem-solving. • Ability to operate with a sense of urgency and manage multiple cases simultaneously. • Demonstrated effectiveness in written and verbal communication, fostering teamwork and constructive collaboration. • Ability to work in a fast-paced, high-pressure environment while maintaining accuracy and attention to detail. Education/Experience • High school diploma or GED required. • 1-2 years of customer service experience, ideally in a fast-paced or logistics-related environment. • Familiarity with CRM systems such as ServiceNow is preferred.