Duty Manager, Escalations Support Representative

Job Overview

Duty manager Escalations Support Representative supports an escalation process through professional communications and issue resolutions. They will receive multiple tasks and work assignments from supervisors and managers with the ability to process in a timely and efficient manner. The Duty Manager maintains and updates a database with all appropriate information gathered as a result of customer contact. The Duty Manager Escalations Support Representative supports quality assurance efforts, process improvement and other support


Responsibilities and Duties

• Communicate updates for systems or tool outages that occur
• Responsible to document and update in the appropriate tools
• Provides guidance for internal team members in multiple locations
• Escalation case management and resolution through both email/phone queues
• Engage with relevant client/supplier organizations to identify root cause of escalation
• Assist customers with resolution aligned with established KPI’s and/or SLAs
• Updates case notes of the handling and the outcome of the activities
o Monitor end-to-end SLA
• Partner with the necessary stakeholders, suppliers and carriers
• Track and monitor RMAs for customer account(s)
• Provide daily updates to stakeholders
• Suggest process changes with all appropriate information gathered
• Support quality assurance efforts and process improvements, reviews and manages
• Works with client to ensure all escalations are addressed


• 1+ year of logistics experience
• English language at a B2+ level
• Effective written/verbal communication skills
• Ability to translate customers issues, ask clarifying questions
• Experience with conflict resolution
• Attention to detail and quality
• Troubleshooting skills
• Proficiency in working with MS Office and databases

OnProcess Technology is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws.


Education Requirements

High School or equivalent


Experience Requirements

1+ year


About OnProcess

OnProcess is on a mission – to transform and drive the world’s circular service supply chains – for brilliant customer experiences, efficiencies at the speed of digital, and more sustainable ‘circular economy’ processes.
At OnProcess, we encourage a collective sense of engagement, affirmation and belonging, where everyone is proud to be a member of our company. As a global business, we recognize our ability to understand, embrace and operate in a multicultural world – both in the marketplace and in the workplace – is critical to our long-term sustainability. That’s why we are committed to a company-wide culture that understands that diversity, equity, and inclusion is essential.