TOC CUSTOMER SERVICE ASSOCIATE

: Work Where You Matter: At Dollar General, our mission is Serving Others! We value each and every one of our employees. Whether you are looking to launch a new career in one of our many convenient Store locations, Distribution Centers, Store Support Center or with our Private Fleet Team, we are proud to provide a wide range of career opportunities. We are not just a retail company; we are a company that values the unique strengths and perspectives that each individual brings. Your difference truly makes a difference at Dollar General. How would you like to Serve? Join the Dollar General Journey and see how your career can thrive. Company Overview: Dollar General Corporation has been delivering value to shoppers for more than 80 years. Dollar General helps shoppers Save time. Save money. Every day.® by offering products that are frequently used and replenished, such as food, snacks, health and beauty aids, cleaning supplies, basic apparel, housewares and seasonal items at everyday low prices in convenient neighborhood locations. Learn more about Dollar General at Job Details:

GENERAL SUMMARY:

Transportation Operations Center “TOC” Customer Service Associate is responsible for the communication to stores, carriers, and DG Support Team on carrier deliveries and other administrative functions. Responsibility includes proactively tracking, tracing, and reporting on outbound dedicated loads, addressing respond tickets, StoreNet communications and store requests. Works with the private fleet and 3rd party carrier teams to ensure on time store deliveries and monitor all trailer activities. Works with private fleet to ensure driver safety and compliance.

DUTIES and RESPONSIBILITIES:

• Track and trace deliveries throughout the network to provide proactive communication regarding delivery delays to stores. 10%
• Provide administrative support to outbound transportation. 25%
  • Update Stop Truck List
  • Update Do Not Acknowledge list
  • Process sweep requests
  • Delivery Restrictions and Changes
  • Re-processing of Loads
• Answer complex emails from the field with questions regarding delivery ETAs, delivery concerns, sweep requests, etc. 15%
• Facilitate travel arrangements for transportation team. 15%
• Answer telephone calls from drivers, vendors, DCs, SSC and other external sources. 20%
  • Manage complex calls from Customer Service Representative to resolution
  • Assist with overflow calls from the Customer Service Representative queue
• Real time monitoring of truck and trailer alerts. 15%
  • Refrigerated trailer health alerts
  • Trailer door alerts
  • Safety alerts

Qualifications: KNOWLEDGE and SKILLS:

• Proficient communication (written and verbal), listening, and interpersonal problem-solving skills
• Knowledge of dedicated transportation operations preferred
• High attention to detail, strong planning, and organization skills
• Understands driver logs and hours of service preferred
• Proficient in usage of dispatch software to perform routing, scheduling, and shipment tracking preferred
• Ability to function in a high-stress environment
• Ability to perform in a fast-paced environment

EXPERIENCE and/or EDUCATION:

• Bachelor's degree in Business or Logistics preferred, or comparable experience of one to two years in transportation operations for a retailer, manufacturing company, major carrier, logistics company, or contact center required.
• One to two years customer service experience preferred.
• One to two years onsite driver dispatch experience preferred.
• One year experience using contact center software (i.e. ServiceNow, Smartsheets, Salesforce, 3CL, Nice, etc.) preferred.

Dollar General is an equal opportunity employer.