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WM

Logistics Solutions 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 11/10/2026full-timeRemote • Utah • United StatesMid-LevelSenior💰 $25 - $30 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 and coordinating cross-functional teams to enhance customer satisfaction and operational efficiency. Proficient in root cause analysis and process improvement initiatives within a fast-paced environment.

Highest-signal resume keywords
Escalation ManagementRoot Cause AnalysisCross-Functional CollaborationCRM Tools ProficiencyOrganizational Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Case ManagementService Issue ResolutionProcess ImprovementTrend AnalysisDocumentation Management
Soft Skills
Effective CommunicationMultitaskingTeam CollaborationOrganizational Skills
Tools & Technologies
SalesforceServiceNow
Certifications & Qualifications
REAL IDTSA-Approved Alternative
Industry Keywords
Customer ExperienceService DisruptionOperational EfficiencyEscalation PointHigh-Impact Issues

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
  • Perform root cause analysis and support continuous improvement in customer satisfaction and operational efficiency
  • Serve as a subject matter expert and escalation point
  • Resolve high-impact service issues escalated by internal stakeholders across all lines of business

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
  • Bachelor's Degree (accredited) preferred
  • Familiarity with CRM and case management tools (e.g., Salesforce, ServiceNow) preferred
  • Must have, or be willing to obtain, a REAL ID or TSA-approved alternative if required for business air travel or federal property access

Benefits

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