Customer Support Coordinator II - Enterprise

Job Description

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

Responsibilities

• Coordinate day-to-day operational support activities for enterprise customers, including customer requests, shipment needs, moderately complex account-related questions, and service exceptions.

• Support enterprise customer accounts by monitoring customer activity, identifying potential service impacts, and proactively 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, and the appropriate course of action within established procedures.

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

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

• Monitor assigned customer support activity and shipment-related exceptions to help identify trends, service obstacles, or recurring operational challenges, and initiate appropriate follow-up actions.

• Follow established procedures while using judgment to address less-routine scenarios 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.

• Partner with team members to provide account coverage, address shared service needs, and support customer requests during workload demands.

• Other duties and projects, as assigned.

Requirements

Education:

• Bachelor's Degree, preferred

• Experience will be considered in lieu of formal education.

Experience:

• 1 year of experience in the transportation or logistics industry in a customer focused role, preferred

Computer Skills:

• Proficient with Microsoft Office Suite, preferred

Competencies:

• Flexibility and Adaptability

• Active Learning

• Customer Focus

• Effective Communications

• Managing Multiple Priorities

• Problem Solving

• Customer Support Operations

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 (0%-25%)

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 250 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.

Our people make the difference. From customer service and operations to technology, sales and logistics professionals, every employee plays a role in supporting customers and solving complex logistics challenges. It's the kind of people-first culture that's earned recognition as a Best Company to Work For by U.S. News & World Report and one of America's Best Employers for Company Culture by Forbes.

At ArcBest, you're part of a team grounded in our core values: Creativity, Integrity, Collaboration, Growth, Excellence and Wellness. Whether you're starting your career or bringing years of experience, you'll find opportunities to learn, grow and make an impact.

An Equal Opportunity Employer M/F/Vet/Disability