Job description

Courier Express, Inc (CEI), a same day delivery company specializing in expedited freight and courier services, is looking for a Logistics Coordinator to receive, dispatch, and oversee the lifecycle of pickup and deliveries throughout New England. CEI is a fast-paced environment with a small, family feel. We are looking for an individual who possess qualities including strong attention to detail, responsiveness to emails and inbound order requests, and an ability to demonstrate clear communication with customers, drivers, and vendors.
The ideal candidate will act as the liaison between CEI’s customers and drivers, providing guidance, instruction, and assurance that deliveries are being handled with upmost attention and care. CEI operates 7 days a week, 365 days a year, regardless of holidays or weather and is an essential business throughout the pandemic.

Responsibilities:

• Placing pickup/delivery requests into our Dispatching Software system and assigning to available driver(s)
• Provide Drivers with appropriate information to allow for a seamless delivery transaction
• Must be able to complete schedule M-F
• Rotating Saturday shift as needed
• Ensuring emails and customer phone calls are responded to in a timely manner
• Monitor current schedule of delivery agents to ensure workload balance
• Conduct reassignments, as necessary, in case of vehicle breakdowns or interruptions
• Communicate all relevant details of the pick-up and/or delivery to the delivery drivers and customer to ensure proper execution
• Handle customer concerns in an expeditious and professional manner; Escalate unresolved issues to management, as needed
• Maintains consistent, open communication with HR & Management regarding customer or driver issues, concerns, complaints, trends, etc.
• Handle high phone call and email volume
• Function in a fast-paced environment while managing a variety of moving parts
• Work within the appropriate level of independence, but serving as a team player

• 
  Ability to communicate effectively with a wide array of people
• Ability to maintain composure in a faced paced environment with a high volume of communication via email, phone and in-person
• Excellent verbal and written communication skills is a must
• Must be proficient with Excel, Word, and Microsoft Office
• Proven professional customer-focused experience and the ability to handle customer queries in a proactive, efficient and friendly way
• Ability to work well within a Team environment. Actively seeks the ideas of others, openly shares information, and maintains positive morale/culture
• Ensure quality service experience, with empathy to de-escalate difficult situations
• Experience of working in a similar environment desirable. Have a passion for process improvement and personal development
• General analytical and problem-solving interest and skills
• Ability to understand when issues or queries need to be escalated and take appropriate course of action
• Proactive and focused on continuous improvement