Delivery Experience Specialist

Overview The Delivery Experience Specialist is responsible for delivering high-quality customer and driver experience by managing delivery-related inquiries, real-time issue resolution, and cross-functional communication. This role requires a strong understanding of delivery operations to effectively support customers, drivers, and internal teams. As the primary point of contact for delivery-related requests, such as ETAs, delivery issues, and route updates, the Delivery Experience Coordinator ensures all inquiries are handled with accuracy, urgency, and professionalism. Key Responsibilities: * Delivery Coordination: Monitor routes and driver progress to proactively address delays or disruptions and communicate real-time updates to customers and internal teams. * Real-Time Support: Serve as the primary point of contact for delivery-related inquiries (calls, emails, tickets, and chats) in English and Spanish, including ETA requests, delivery status, and service issues. * Issue Resolution: Resolve delivery issues such as missed stops, access challenges, or incorrect deliveries with urgency * Driver Communication: Support drivers with route-related questions and issue resolution while on the road and act as a liaison between drivers and internal teams to ensure clear, timely communication. * Escalation Management: Quickly identify and escalate critical, high-impact issues, such as accidents or in-progress delivery disruptions, with urgency, while also communicating recurring issues or trends to leadership for continuous improvement. * Documentation: Maintain clear, accurate records of all customer interactions and feedback within company systems (e.g., Zendesk, RingCentral, Microsoft Dynamics). * Performance & Productivity Standards: Meet established productivity and quality performance standards (e.g., tickets, calls, accuracy, resolution time). Qualifications * High School Diploma or equivalent required; Associate or Bachelor's degree preferred. * 1+ year of experience in a dispatch, logistics, customer service, or call center environment. * Prior experience as a driver and working knowledge of DOT regulations preferred. * Strong verbal and written communication skills, with the ability to manage real-time, high-pressure situations. * Fluent in English and Spanish, with strong verbal communication required; written Spanish proficiency is a plus * Ability to multitask and remain organized in a fast-paced environment. * Strong problem-solving and decision-making skills. * Proficiency in Zendesk, RingCentral, Microsoft Dynamics, and Microsoft Excel preferred. * Availability to work weekends or extended hours as needed. Our Values * Passionate about Food & Results: Dedicated to excellence in both culinary quality and sales performance * Entrepreneurial Spirit: Innovative, adaptable, and eager to take initiative * Forward-Thinking: Committed to staying ahead of market trends and customer needs * Supportive & Collaborative: Team-oriented with a focus on building lasting This job description is intended to provide a general overview of the responsibilities. However, the Company reserves the right to adjust, modify, or reassign work tasks and responsibilities as needed to meet changing business needs, operational requirements, or other factors. Baldor Specialty Foods is an Equal Opportunity Employer. We welcome applicants from all backgrounds and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, citizenship status, or any other legally protected status. #LI-KZ1 #LI-Onsite