Operations Support Coordinator

Location: Onsite - Rockford, IL Office Schedule: Monday-Friday 8a-5p Salary: $20.00 - $22.86 per hour based on experience. What work will you perform? In this role, you will serve as the first line of support for high-priority and critical operational issues. As an Operations Support Coordinator, you will provide guidance and education to independent Landstar agents, truck owner-operators (Business Capacity Owners or BCO's), and customers in accordance with Landstar's policies and procedures. Success in this position requires the ability to remain calm under pressure and maintain a professional demeanor while managing complex and sometimes escalated situations. Your strong problem-solving skills and independent judgment will be essential in efficiently resolving issues and delivering timely solutions. Essential Responsibilities: Effectively manage inbound and outbound call and email queue to drive timely issue resolution Accurately complete LSIR (Landstar Service Incident Report) on all qualifying service issues Investigate issues to determine root cause; mediate service disputes involving agents, drivers and customers following established processes Counsel, educate and advise Landstar agents and drivers on best operational practices. Follow corrective action practices when necessary, creating a Service Incident follow up requiring a documented corrective plan to be approved by management Administer settlement adjustments: approve and issue company funds as necessary Must perform duties to the standards of the job description and comply with the company's policies, practices, and procedures High school diploma or general education degree Minimum Requirements and Qualifications High school diploma or general education degree One year of administrative customer support experience Preferred Requirements and Qualifications One year of experience handling inbound calls 6 months of logistics experience Knowledge, Skills, and Abilities: Flexibility to work Saturday and holiday rotations as scheduled Professional team collaboration, accepting and delivering constructive feedback Achieve S.M.A.R.T. goals set forth by management for performance and quality control purposes Basic geographical knowledge of North America. Effective communication skills in all modes, ability to retain and relay important information. Strong organizational and time management ability including researching, documenting, renegotiating, and decision-making skills. Ability to work in a fast-paced, constantly evolving environment. Handle high volume calls while multi-tasking with other forms of communication Working knowledge of Microsoft Word and Excel.

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