Overhaul is looking for energetic, analytical, and quality-focused team members to join their C3 Monitoring and 24/7 Customer Support Team as Watch Officers. Overhaul is a supply chain integrity solutions company that allows shippers to connect disparate sources of data into the first fully transparent situational analysis engine designed for the logistics industry. Data that is transformed into critical insights can instantly trigger corrective actions, impacting everything from temperature control to handling requirements or package-level tracking, ensuring cargo arrives at its destination safely, undamaged, and on time. We are a dynamic, innovative, and fun team who is highly committed to our customers’ experiences and our Mission and Vision.
The role of a Watch Officer consists of utilizing Overhaul visibility software solutions to actively monitor customer shipments, analyze cargo risk events, and manage cargo recovery response protocols through Overhaul’s Law Enforcement Connect system. Watch Officers also serve as key direct customer support team members by communicating with customers and their transportation vendors to facilitate excellent customer experiences and mitigate risk to critical commodities that move through the supply chain. The Watch Officer will play an active role in a key division of Overhaul Operations, utilizing our innovative software solutions. Duties will include following appropriate escalation protocols, collaborating with shippers, 3PLs, carriers, drivers, and law enforcement to facilitate comprehensive alignment in Standard Operating Procedures, and communicating follow-ups as needed at the transition of shifts. This is an hourly position with competitive pay and an excellent benefits package for full-time positions.
Duties include, but are not limited to:
- Monitor customer shipments via Overhaul software solutions
- Respond to customer support tickets received via phone, email, and chat
- Collaborate with Account Management, Operations, and Customer Support Teams to ensure a thorough approach is taken to appropriately and comprehensively address customer needs
- Maintain thorough awareness and understanding of Overhaul technology and service products
- Fully execute protocols in relation to monitoring duties, customer inquiries, and escalations
Required:
- Excellent communication skills
- Positive and flexible attitude
- Genuine commitment to excellent customer experience
- Excitement around working with an innovative and collaborative team
Preferred:
- Experience in a customer service role
- Experience in a SaaS field
- Experience in supply chain or related role
