*who we are*
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*
the role of a command and control center operator 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. Operators 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 operator 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.
*duties include, but are not limited to*:
- monitor high-value shipments in accordance with pre-defined service level agreements using the overhaul tracking software platform.
- handle tracking device dashboard to have real time notifications of the shipment gps location and fine tune device sensors to highlight relevant events
- manage any risk event and incident in accordance with pre-defined escalation procedures
- manage all shipment data and record all relevant events throughout the entire journey in the overhaul database
- support the technical team with device and software issues as required
- the schedule is made of 12 hour shifts, throughout the whole week as the control room is 24/7, 365 days per year.
*required*:
- high school diploma or equivalent
- recognizes customer service (internal and external) as a critical factor in overhaul's success
- ability to work well in a fast paced environment while maintaining excellent customer service
- advanced ability to multitask
- accurate data entry skills
- demonstrates initiative, talent, and enthusiasm
- strong ms office suite experience including word, excel, and outlook
- highly proficient at navigating a web interface
- shows eagerness and a capacity to learn
- ability to work well as part of a team in an ever-changing environment
- bilingual in spanish and english
*preferred*:
- experience in a customer service role
- experience in a saas field
- experience in supply chain or related role
*_our core values and how they benefit you as an "overhauler"_*
*authenticity, receptivity and trust*
- extremely competitive base salary package
- flexible working schedules
*encouragement and learning*
- progressive advancement opportunity & career mobility
- paid development personal stipend
- monthly lunch and learns
- 2 unique learning systems w/instructor led content
*wellness and integrity*
- overhaul fully provided healthcare plan
- employee assistance & wellbeing programs
- new parent/family/caregiver leave(s)
- daily bamm time (body and mind movement)
- life by design vacation policy
*diversity and inclusivity statement*
- overhaul has always been, and always will be, committed to diversity and inclusion. Our overhaul culture code's top listed commitment is to "diversity and synergy." All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We strongly encourage people from underrepresented groups to apply!_