Customer Support Coordinator - Enterprise

Job Description

The Customer Support Coordinator I - Enterprise is responsible for supporting enterprise level customers by serving as a primary point of contact for day-to-day support needs and operational coordination. This position supports ArcBest customers by coordinating service needs, communicating timely updates, and assisting with the resolution of customer account-related scenarios.

Responsibilities

• Provide day-to-day operational support for enterprise customers by coordinating customer needs, gathering information, and assisting with timely issue resolution.

• Support customer accounts by monitoring customer activity, identifying potential service impacts, and communicating updates to internal and external stakeholders.

• Coordinate with internal and external partners to support timely logistics execution.

• Evaluate customer inquiries and operational challenges to determine urgency and impact.

• Maintain knowledge of customer-specific expectations, and support procedures to promote consistent service delivery.

• Gather, organize, and maintain customer communications, operational updates, and resolution activity in designated systems to support customer follow-up and service.

• Monitor assigned enterprise customer support activity and shipment-related exceptions to help identify trends, service obstacles, or recurring operational challenges.

• Follow established procedures while identifying opportunities to improve responsiveness, efficiency, and customer support outcomes.

• Partner with internal teams, and other business partners to support customer requests, account needs, and service execution.

• Provide timely follow-up on open items, escalations, and customer support tasks.

• Assist customers and internal users with customer-facing systems, and website access to facilitate enterprise customer support.

• Other duties and projects, as assigned.

Requirements

Education:

• Bachelor's Degree, preferred

• Experience will be considered in lieu of formal education.

Experience:

• Experience in the transportation or logistics industry, preferred

• Prior customer service experience, preferred

Computer Skills:

• Proficient with Microsoft Office Suite, preferred

Competencies:

• Active Learning

• Customer Focus

• Customer Support Operations

• Effective Communications

• Flexibility and Adaptability

• Managing Multiple Priorities

• Problem Solving

Other Details

Work Hours:

• Work hours vary based on scheduling to provide market coverage during normal business hours, generally Monday-Friday, 7:00 am - 7:00 pm. May include occasional irregular and weekend hours depending on workload.

Travel Requirements:

• Minimal

Compensation:

• This is an hourly position paid biweekly.

About Us

ArcBest is a multibillion-dollar integrated logistics company that's helped businesses build better supply chains for over a century. With 14,000+ employees across 230 campuses and service centers, we connect owned assets, a broad brokerage network and innovative technology to deliver end-to-end supply chain solutions for customers around the world.

An Equal Opportunity Employer M/F/Vet/Disability