<p>Location: Onsite - Rockford, IL Office</p> <p>Schedule: Monday-Friday 8a-5p</p> <p>Salary: $19.02 - $23.77</p> <p>What work will you perform?</p> <p>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.</p> <p>Essential Responsibilities:</p> <ul> <li>Effectively manage inbound and outbound call and email queue to drive timely issue resolution </li><li>Accurately complete LSIR (Landstar Service Incident Report) on all qualifying service issues </li><li>Investigate issues to determine root cause; mediate service disputes involving agents, drivers and customers following established processes </li><li>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 </li><li>Administer settlement adjustments, approve, and issue company funds as necessary </li><li>Must perform duties to the standards of the job description and comply with the company's policies, practices, and procedures </li><li>High school diploma or general education degree </li></ul> <p>Minimum Requirements and Qualifications</p> <ul> <li>High school diploma or general education degree </li><li>One year of customer support experience </li></ul> <p>Preferred Requirements and Qualifications</p> <ul> <li>One year of experience handling inbound calls </li><li>6 months of logistics experience </li></ul> <p>Knowledge, Skills, and Abilities:</p> <ul> <li>Flexibility to work Saturday and holiday rotations as scheduled </li><li>Professional team collaboration, accepting and delivering constructive feedback </li><li>Achieve S.M.A.R.T. goals set forth by management for performance and quality control purposes </li><li>Basic geographical knowledge of North America. </li><li>Effective communication skills in all modes, ability to retain and relay important information. </li><li>Strong organizational and time management ability including researching, documenting, renegotiating, and decision-making skills. </li><li>Ability to work in a fast-paced, constantly evolving environment. </li><li>Handle high volume calls while multi-tasking with other forms of communication </li><li>Working knowledge of Microsoft Word and Excel. </li></ul>