Operations Agent

Delivery Assurance – Operations Agent

About Ascent

Ascent Global Logistics, headquartered in Belleville, Michigan, is a leading global provider of expedited, time-critical logistics solutions and other direct transportation services. The company connects customers to its extensive carrier network, internal ground fleet and airline via its proprietary, digital PEAK freight marketplace, which provides robust carrier capacity and transparent pricing, backed by 24/7/365 logistics experts. Ascent’s offerings include air charter and ground expedited solutions as well as truckload, less-than-truckload, global forwarding, brokerage, and managed transportation services. The experienced Ascent team solves customers’ most challenging logistics needs by providing industry-leading service and top-tier satisfaction.

Our Guiding Principles

At the core of Ascent's culture is a strong commitment to excellence, driven by the passion and dedication of every team member. We're equally dedicated to going above and beyond for our customers, ensuring this commitment extends beyond our team and brings exceptional value to those we serve. We aim for perfect execution in everything we do and ‘play hard’ by creating an environment where tasks are performed with a can-do attitude from start to finish. We ‘play smart’ by delivering on our commitments in an honest, fair and ethical manner. We treat every person with whom we interface with the utmost dignity and respect. We understand that our teammates are our most valuable assets, so we ‘play together’ by making every effort to provide a professional and enjoyable experience, enabling careers to flourish and personal growth to be achieved.

What You’ll Do

As an Operations Agent within our Delivery Assurance department, you’ll be responsible for booking and maintaining premium expedited shipments across various modes of transportation.  Utilizing our PEAK platform you will communicate directly with customers and providers to resolve supply chain issues in a timely and professional manner. 

• Provide quality customer service by following Ascent policies and procedures along with unique customer requirements.

• Perform online order entry of premium shipments while interfacing with customers via phone or email.

• Make award decisions based on customer expectations.

• Initiate and maintain various modes of transportation including Ground Expedite (GEX), Domestic (HWAF), Ford (IAF), Truckload (TL), and Air Charter (ACH).

• Identify and resolve issues (recoveries, delays, capacity, carrier, customer, etc.) regarding premium shipment exceptions.

• Follow-up and communicate status of each premium shipment exception to ensure on-time customer delivery requirements are met.

• Escalate issues/problem situations with customer/carrier/management as appropriate.

• Maintain proficiency in all applicable computer systems used within Ascent.

• Maintain knowledge on how to establish any new customer per department requirements.

• Provide support to Charter Management when available.

• Maintain and communicate turnover items.

• Conduct provider evaluations as assigned.

• Help to promote a strong workplace culture by maintaining a positive attitude, encouraging behavior, and valuable ideas.

What You’ll Bring

• High school diploma or general education degree (GED); or equivalent combination of education and experience.

• 1 year of customer service experience (required).

• Strong computer skills in Microsoft Windows, Word, Outlook and Excel preferred.

• Basic geography knowledge (preferred). Applicants should understand the locations of US States and Canadian Provinces – including major cities thereof.

• Capability to pay attention to detail while multi-tasking.

• Solid communications skills – both verbal and written.

• Ability to think and react quickly with a sense of urgency to time-sensitive problem situations. 

• Ability to remain calm during adverse conditions.

• Ability to type a minimum of 30 w.p.m.   

• Embody the Ascent Guiding Principles of “Play Hard, Play Smart, Play Together.”      

Primary Schedule

Tuesday - Saturday, 3:30pm - 11:30pm

Ascent’s Competitive Benefits

• 401(k) and employer matching

• Life Insurance

• Health, Dental, Vision Insurance

• Short- & Long-Term Disability

• Paid Time Off (PTO)

• Employee Assistance Program

• Paid Parental Leave

• Employee Wellness Program

• Paid Holidays

• Employee Recognition Programs

• Flexible Spending Account (FSA)

• Tuition Reimbursement

• Health Savings Account (HSA)

• Overtime, Differential & Bonus Pay

Disclaimer:  This job description indicates in a general way the nature and levels of work, knowledge, skills, abilities, and other essential functions; however, the job description isn’t designed to contain a comprehensive listing of activities, duties, or responsibilities an incumbent may be asked to perform.