Senior Secondary Logistics Agent

📋 Description

• Give real-time support to team members in handling escalations from the frontline support team
• Take escalated calls, chats and tasks, and own each escalation until the job is complete
• Act as an escalation point for customers, program managers, tow providers, lots and adjusters on
• Negotiate tow and release rates within approved limits, and escalate exceptions appropriately
• Manage active-job emails in Zendesk ticketing system
• Keep release events and vehicle movement records accurate, so clients have real-time visibility

🎯 Requirements

• Experience as a Logistics Coordinator or Agent, or in a similar vehicle release, towing, dispatch
• Solid command of Secondary processes: release events, lot calls, release task boards, rate
• Experience resolving complex or stuck jobs with little supervision
• Experience covering escalations in customer service environment
• Confident negotiating rates (within limits) with tow providers and impound lots, or similar service
• Proven accuracy in job documentation