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Department: Transportation
Reports to: Manager, Routing Operations
Location: On-site
FLSA Status: Exempt (Salary)
Overview
Our Logistics Routing Analyst is the driving force of OneRail. Logistics Routing Analyst is responsible for managing all aspects of support related to routing operations, system functionality, and user experience. This role is key to meeting our delivery promise to our clients. Additionally, a Logistics Routing Analyst is responsible for responding immediately to customer questions and assisting with shipper-specific functions. Attention to detail, efficient multi-tasking, and providing excellent customer service is essential in this position. Customer service and industry/contact center or routing systems experience strongly preferred.
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 but not limited to – route optimization, track and trace, problem resolution, and customer communication.
• Learn and understand all areas of our platform that affect routing.
• Coordinate with our delivery partners according to availability and requirements to ensure delivery is executed in the most cost-effective way 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.
• Solve customer and carrier problems and help resolve issues.
• Communicate escalations on time in order for the issue to be resolved with the least amount of customer impact.
• Demonstrate passion for excellence with respect to 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.
• Tracking drivers and fixing 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 the ability to quickly assess situations, determine action plans, and execute action plans.
• Ability to adapt to 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
 

About OneRail
OneRail is a leading omnichannel fulfillment solution pairing best-in-class software with logistics as a service to provide dependability and speed to help businesses meet their delivery promise. With a real-time connected network of 12 million drivers, OneRail matches the right vehicle for the right delivery so brands lower expenses and increase capacity to rapidly scale their businesses. This people-plus-platform approach features a 24/7 USA-based exceptions team who maintain a 98% on-time delivery rate. By optimizing fulfillment processes, reducing costs and improving order accuracy with store-shelf-to-doorstep visibility, OneRail is committed to empowering clients and improving the customer experience.

OneRail was named to the Deloitte Technology Fast 500™ two years in a row, was ranked 19th in the 2025 FreightTech 25, named for the fifth year in a row to the FreightTech 100, was honored as one of Inc. magazine’s Best Workplaces 2023, was listed on Forbes’ lists of America’s Best Startup Employers for the last three years, was named to the Inc. 5000 two years in a row and was selected as the Last Mile Company of the Year for the 2024 SupplyTech Breakthrough Awards. To learn more about OneRail, visit OneRail.com.

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