National Customer Support SpecialistDepartment: Drayage Operations
Employment Type: Full Time
Location: Savannah, GA - O'Leary Road (Savannah2)
Reporting To: Kiedra Swartz
Description As the National Customer Support Specialist, you are the central point of contact for assigned customers/accounts, nationwide. Is the Internal voice of the customer to fulfill, meet and exceed expectations.
What you'll do: Will perform order planning based on customer specific business rules to determine if the order will meet the customers' expectations for pickup and delivery, for the order life cycle. Performs order monitoring on the rail, port, transload facility or customer site. Escalates service issues to the appropriate department for root cause and corrective action. Coordinates requests for service recovery, diversions and special handling. Primary voice and advocate to the customer. Manages service reporting, day to day order management, and answers customer communications via Phone, email, and web portal. Communicates proactively with customers on extra (accessorial) charges and general account issues.
What you'll have: - Minimum of a High School Diploma, bachelor's degree preferred, or equivalent work experience.
- 1 year of customer service or transportation experience.
- Excellent organizational skills with the drive to resolve issues.
- Ability to thrive under pressure while delivering solutions that exceed customer expectations.
What we'll offer: - 8 paid holidays and 1 additional floating Diversity Day
- PTO program based on role and tenure, starting at 15 days.
- Incentive Bonus Program based on role within STG
- Comprehensive Benefits that include Medical, Vision, and Dental Insurance Options
- 401K program with Employer match
- Wellness programs
- Additional benefits including recognition program, financial education and engagement activities
STG benefits can be found here: