Operations Support Coordinator

Location: Onsite - Rockford, IL Office

Schedule: Monday-Friday 8a-5p

Salary: $19.02 - $23.77

What work will you perform?

In this role, you will provide the first line of support and issue resolution for high priority and critical operational concerns. The Operations Support Coordinator relays guidance and education to independent Landstar agents, independent truck owner operators, and customers based on Landstar policies and procedures. Your ability to remain calm under pressure and maintain a professional demeanor while assisting internal and external customers with complicated and sometimes escalated situations will help you be successful in this position. Your previous experience with independent thinking and problem-solving skills will assist you with bringing issues to a final resolution in a timely manner.

Essential Responsibilities:

• Effectively manage inbound and outbound call and email queue to drive timely issue resolution
• Accurately complete LSIR (Landstar Service Incident Report) on all qualifying service issues
• Investigate issues to determine root cause; mediate service disputes involving agents, drivers and customers following established processes
• Counsel, educate and advise Landstar agents and drivers on best operational practices. Follow corrective action practices when necessary by creating a Service Incident follow up requiring a documented corrective plan to be approved by management
• Administer settlement adjustments, approve, and issue company funds as necessary
• Must perform duties to the standards of the job description and comply with the company's policies, practices, and procedures
• High school diploma or general education degree

Minimum Requirements and Qualifications

• High school diploma or general education degree
• One year of customer support experience

Preferred Requirements and Qualifications

• One year of experience handling inbound calls
• 6 months of logistics experience

Knowledge, Skills, and Abilities:

• Flexibility to work Saturday and holiday rotations as scheduled
• Professional team collaboration, accepting and delivering constructive feedback
• Achieve S.M.A.R.T. goals set forth by management for performance and quality control purposes
• Basic geographical knowledge of North America.
• Effective communication skills in all modes, ability to retain and relay important information.
• Strong organizational and time management ability including researching, documenting, renegotiating, and decision-making skills.
• Ability to work in a fast-paced, constantly evolving environment.
• Handle high volume calls while multi-tasking with other forms of communication
• Working knowledge of Microsoft Word and Excel.

Why work at Landstar?

Landstar is seeking hard-working and dedicated employees committed to exceeding the expectations of those we serve. We employ a highly diverse workforce and welcome employees from all cultures and backgrounds to our team.

Our workplace culture is second-to-none. Landstar provides a safe and professional work environment in which to thrive and grow. We offer competitive compensation, robust benefit plans including affordable medical plans, employer 401(k) match, paid time off, tuition assistance and much more.

If you want to be part of a top-notch transportation company with an emphasis on safety, service, teamwork, and dedication then Landstar is the place for you!

Landstar is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or any other characteristic protected by federal, state or local laws. Landstar will provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should send an e-mail to employment@landstar.com.

Privacy Policy

Landstar uses application information only for employment related purposes, including background investigations and regulatory compliance. Landstar will not disclose the information to any other person or entity, unless compelled by force of law. Landstar stores your application information on computers operated by Ceridian. This on-line application software is provided by Ceridian under an agreement which specifies that Ceridian will not disclose or make any use of application information stored on its secure servers.