NFO Time Critical Specialist

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

This job is focused on providing a professional service to customers and liaising with key parties including third party suppliers and other company offices.  Ascent offers our customer’s worldwide services that meet our clients complete logistical and supply chain needs.

The job of the NFO Time Critical Specialist is very varied and no one day is ever the same as the team is operating 24/7.  The NFO Desk Time Critical Specialist is responsible for tasks in each shipment, from order entry through each milestone of the shipments to ensure the team attains the critical delivery times and optimize overall on-time performance.  

The Time Critical Specialist has daily responsibility to ensure excellent service is delivered to our customers during all telephone/email and virtual contacts.  They will provide professional service to customers and liaising with key parties including vendors, internal Ascent teams, and leadership.

The Time Critical Specialist reports directly NFO Desk Supervisor

• Working as a Time Critical Specialist is a very varied role and involves liaising directly with clients, company leadership, Managers, other Ascent teams, vendors and carriers.

• The Time Critical Specialist with be responsible and work with leadership and fellow staff to ensure processing of shipment orders in accordance with established procedures and standards are successful.

• Administer the correct processes of each shipment, ensuring all SOP’s are followed properly in regard to order management and the set up and alerting of each shipment, tracking and communication.

• Escalate issues, errors and delays immediately per processes set forth

• Complete all appropriate training assigned

• Train and learn new/revised Standard Operating Procedures (SOPs) and organizational policies.

• Communicate to the supervisor any unusual occurrences, emergency situations and any situation that could disrupt the level of operations and/or customer service.

• Communicate and document all service issues that may impact the next shift or requiring special attention to their shift supervisor.

• Meet and exceed Ascent performance and productivity expectations including but not limited to phones, emails, and task management

• Follow Task Logs and monitor for status being updated within a 10-minute window

• Follow New orders and monitor for updating with in a 10-minute window

• Participate in regular department meetings, assisting in training and information rollouts as needed.

• Always copy Leadership on all emails and correspondence involving operations.

• Actioning emails and responses in less than 10 minutes

• Adhere to all phone protocols and performance standards

• Other duties and responsibilities as assigned.

What You’ll Bring

• High school diploma or general education degree (GED)

• Strong computer skills and proficiency in Microsoft Office (Excel, Word and Outlook)

• Outstanding customer service skills required.

• Understanding of world geography and United States Geography

• Experience with Next Flight out shipments, systems and vendor operations is strongly preferred.

• Ability to work under pressure and follow through on tasks.

• Ability to handle multiple tasks quickly and simultaneously.

• Excellent organizational skills, attention to detail and follow through

• Proven ability to communicate (verbal and written) effectively with direct staff, management peers and senior level management.

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

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