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WM

Logistics Escalations Specialist

WM

. Act as the primary contact for escalated service issues from Sales, Customer Experience, and Operations across phone, email, chat, and case management systems .

Posted 10/13/2026full-timeRemote • Oregon • United StatesMid-LevelSenior💰 $24 - $41 per hourWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing escalated service issues, ensuring timely resolution and continuous improvement in customer satisfaction. Proficient in analyzing complex service disruptions and collaborating with cross-functional teams to enhance operational efficiency.

Highest-signal resume keywords
Escalation ManagementRoot Cause AnalysisCross-Functional CollaborationProcess ImprovementHigh Level Computer Competency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Case DocumentationService Disruption AnalysisMultitaskingOrganizational SkillsLogistics Management
Soft Skills
Effective CommunicationTeam Collaboration
Tools & Technologies
CRM ToolsSalesforceServiceNow
Certifications & Qualifications
High School DiplomaG.E.D.Bachelor's Degree
Industry Keywords
Customer ExperienceOperationsDispatchRouter

Tech Stack

Tools & technologies
ServiceNow

About the role

Key responsibilities & impact
  • Act as the primary contact for escalated service issues from Sales, Customer Experience, and Operations across phone, email, chat, and case management systems
  • Analyze and resolve complex service disruptions by coordinating with dispatch, site leadership, and cross-functional teams
  • Manage a high volume of escalations independently, prioritizing cases by urgency and business impact
  • Maintain detailed and accurate escalation case documentation
  • Track trends and contribute to process improvement initiatives
  • Serve as a subject matter expert and escalation point
  • Ensure timely resolution, root cause analysis, continuous improvement in customer satisfaction, and operational efficiency

Requirements

What you’ll need
  • High School Diploma or G.E.D.
  • 3 years of relevant work experience working in a team setting
  • Ability to communicate effectively with several areas
  • 3 years multitasking in a fast-paced work environment
  • Excellent organizational skills
  • Experience working cross-functionally with internal teams to resolve service issues
  • Dispatch, Router, Logistics preferred
  • High Level Computer Competency and Communication skills needed
  • Bachelor's Degree (accredited) preferred
  • Familiarity with CRM and case management tools (e.g., Salesforce, ServiceNow) preferred

Benefits

Comp & perks
  • Your Tomorrow Education Assistance Program
  • Paid on-the-job training
  • Established career progression
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Life insurance
  • Short-term disability
  • Stock purchase plan
  • Company matching on a 401(k)
  • Paid vacation
  • Paid holidays
  • Paid personal days
  • Dependent day care
  • Discounted stock options