COMPANY OVERVIEW

Riverstone Logistics (RLX) is committed to being an honest, reliable, dependable freight forwarding partner. Every day we are focused on fulfilling our Purpose of Delivering Life's Best Memories.

RLX provides final mile deliveries through dedicated and network models for various clients in 5 states across the United States. We love working with new clients that are looking to enhance their customer experience through final mile deliveries.

Headquartered in Charlotte, North Carolina, RLX has currently about 50 employees and is always looking for new employees that demonstrate leadership capabilities and communication skills to grow with us at our home office as well as client sites across the United States.

POSITION DETAILS

• Location Address: 13860 Ballantyne Corporate Place, Suite 400, Charlotte, NC 2827
• Remote: No
• Business Hours: Tu-Sa 11am - 9pm (Our average hours/week are 45 hours. Some overtime is required based on the workload)
• Travel Requirement: 0%

POSITION SUMMARY

The Dispatch Agent provides exceptional services and support to both customers and business partners. This position will work to support the delivery, return, and exchange of products; provide updates, resolve issues, and communicate necessary information to customers and business partners.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assist customers and business partners concerning product deliveries, returns, and exchanges
• Diagnose, assess, and resolve problems or issues in a timely fashion
• Communicate with customers when necessary, regarding shipments' delay or other information required to process orders
• Process delivery order changes or cancellations
• Help initiate orders for replacement parts or correct errors (shortages, wrong item shipped, etc.)
• Monitor progress of delivery routes
• Complete forms and determine required changes for service requests
• Obtain customer feedback
• Enter delivery specials and store fly-by’s
• Complete geo coding unresolved addresses
• Other duties assigned to meet business needs

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• Strong customer service skills and experience
• Ability to communicate with internal and external customers in a professional manner
• Exceptional attention to detail
• Ability to use logic and problem-solving skills to resolve issues
• Clear and concise verbal and written communication and comprehension skills
• Ability to work independently under tight deadlines in a rapidly-changing environment
• Intermediate to advanced computer skills: web-based applications and Microsoft Office
• Ability to handle stressful situations resulting from the high volume of phone calls, technical problems, frustrated customers, and changes in departmental priorities or procedures
• Ability to perform routine mathematical calculations
• Strong organizational and multitasking skills
• One year of customer service experience, preferably in a call center environment
• High school diploma or GED is required
• Work Environment and Physical Demands Extended hours including weekends
• Be able to spend most of the day on the phone

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES

• English/Spanish bilingual preferred

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit, and reach with hands and arms. The employee Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. 

Riverstone Logistics is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Riverstone Logistics also complies with the Immigration Reform & Control Act and E-Verify, so we ask that you bring the appropriate documents to confirm your authorization to work in the United States with you upon request.