Description
The TOC Customer Service Lead plays a critical role in the 24/7 Transportation Operations Center (TOC), serving as the subject matter expert on all TOC processes and best practices. This role requires a high level of critical thinking to handle escalated, complex cases, analyze trends, and make informed decisions in support of drivers, store teams, and field operations. The Lead provides operational support for the supervisor, coordinating workflows and ensuring seamless team operations.
Job Responsibility
Escalated Case Management & Critical Analysis (55%)
• Independently handles escalated cases, using advanced critical thinking to assess complex issues and implement long-term solutions.
• Conducts comprehensive analysis to identify patterns in escalations and recommend preventative measures.
• Utilizes deep knowledge of TOC processes to solve problems outside typical procedural guidelines, making informed decisions to resolve high-stakes situations.
• Manages a portfolio of high-priority cases, including major incidents or ongoing complex issues.
• Coordinates responses for off-process mass requests during major cases, ensuring adherence to SOPs while effectively addressing large-scale needs.
Subject Matter Expertise & Team Support (25%)
• Acts as the primary resource for CSRs and CSAs, providing guidance on TOC processes, complex cases, and advanced support requests.
• Leads by example in following SOPs and best practices, setting a standard of excellence across the team.
• Serves as the operational support for the TOC supervisor ensuring smooth workflow and communication within the team.
• Collaborates with TOC supervisor to coordinate the distribution of workflow assignments.
Team Collaboration & Communication (20%)
• Fosters a team environment of positivity and open communication, working with peers and leadership to support a cohesive 24/7 operation.
• Shares updates, insights, and learnings from major cases with peers to promote knowledge-sharing and team growth.
• Participates actively in team meetings to discuss case management strategies and identify areas for improvement.
Job Qualifications
• Advanced critical thinking and problem-solving skills to manage complex, high-stakes cases and provide expert guidance.
• Ability to operate with a sense of urgency, particularly for escalated and time-critical cases.
• Demonstrated ability to lead and coordinate workflows effectively, ensuring operational continuity and support for supervisory functions.
• Proven communication abilities that foster teamwork and positive interactions.
Education/Experience
• High school diploma or GED required; associate degree preferred.
• 3+ years of experience in customer service, logistics, or a related field, with a proven track record in complex case management.
• Experience in a leadership or subject matter expert role within a transportation or logistics environment preferred.
• Familiarity with CRM systems (e.g., ServiceNow) and strong problem-solving abilities.
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