Logistics Routing Analyst

Overview Our Logistics Routing Analyst is the driving force of OneRail. The role is responsible for managing all aspects of support related to routing operations, system functionality, and user experience. It is key to meeting our delivery promise to clients. Additionally, the analyst responds immediately to customer questions and assists with shipper‑specific functions. Attention to detail, efficient multi‑tasking, and excellent customer service are essential. Customer service and industry/contact‑center or routing systems experience strongly preferred. Department: Transportation. Reports to: Manager, Routing Operations. Location: On‑site. FLSA Status: Exempt (Salary). Responsibilities Attend to moderate to high volume emails, chats, and both inbound and outbound phone calls. Provide exceptional customer service to customers, couriers, and drivers. Monitor the routing lifecycle from order entry to proof of delivery, including route optimization, track and trace, problem resolution, and customer communication. Learn and understand all areas of our platform that affect routing. Coordinate with delivery partners to ensure delivery is executed cost‑effectively while meeting customer SLA. Commit to developing a thorough understanding of customer‑specific operational system use to expedite the support process. Understand and follow technical tickets to identify correct system behaviors applicable to routing customers. Communicate with internal and external groups, especially on high‑priority situations and customers. Resolve customer and carrier problems and help resolve issues. Communicate escalations on time to minimize customer impact. Demonstrate passion for excellence in treating and caring for customers. Assist with procedure optimization of scheduling deliveries from our clients. Identify and communicate ways OneRail can continuously improve in its operations. Complete order data entry and dispatch if needed. Coordinate with couriers to track movements of deliveries. Track drivers and fix shipping errors. This position has the potential to grow into a customer‑facing role. Qualifications Prior customer service experience is required. Must have some logistics experience with routing elements preferred. Must possess an analytical mindset. You must be located in Orlando, Florida, and willing to work onsite at OneRail HQ (ZIP 32819). Demonstrated skills managing multiple priorities across different electronic platforms. Ability to monitor and execute multiple tasks at any given time. Must possess decision‑making skills to quickly assess situations, determine action plans, and execute them. Ability to adapt to a fast‑paced environment. Computer proficiency with web‑based applications. Strong communication (written and verbal) skills. Must be enthusiastic about working in a team environment. Ability to recognize and prioritize tasks based on urgency. Preferred Qualifications Contact center experience preferred. Work Location On‑site Salary $56,000 - $70,000 #J-18808-Ljbffr