Customer Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for daily inquiries regarding shipment status, scheduling, service challenges, and operational queries.

• Address customer questions via phone, email, and various communication platforms.

• Deliver prompt updates concerning shipment status, delays, appointment modifications, and exceptions.

• Cultivate relationships with client stakeholders and internal Cargomatic teams.

• Anticipate and communicate potential issues prior to affecting the customer.

• Oversee shipments throughout the entire transportation lifecycle.

• Arrange pickup and delivery appointments, modifications, and special requirements.

• Monitor shipment activities and liaise with drivers, carriers, and operations teams.

• Keep precise shipment records, notes, and customer specifications in company systems.

• Supervise open orders and ensure outstanding actions are addressed.

• Identify and rectify shipment exceptions, delays, missed appointments, driver challenges, equipment limitations, and delivery discrepancies.

• Appropriately escalate issues while retaining ownership until resolution.

• Collaborate with Operations, Dispatch, Drivers, Carriers, and internal teams.

• Work alongside drivers and terminal staff to carry out daily operational activities and troubleshoot issues.

• Examine service failures and pinpoint recurring problems and opportunities for improvement.

• Record customer issues, actions taken, and resolutions achieved.

• Assist with proof of delivery, shipment documentation, and customer specifications.

• Review shipment data for accuracy and spot discrepancies.

• Support reporting and customer-specific tracking needs.

• Maintain accurate records and complete follow-up tasks within set timelines.

• Assist with customer account and operational initiatives.

• Ensure operational and transaction data is complete, current, and well-documented.

• Verify that billing information is accurate and timely, addressing discrepancies to facilitate invoicing.

⛳️ Requirements

• A minimum of 2 years' experience in customer support, logistics, transportation, freight, dispatch, or account coordination.

• Experience assisting customers in a dynamic operational environment is preferred.

• Strong written and verbal communication abilities.

• Exceptional organizational skills and attention to detail.

• Capability to manage multiple priorities and follow through on outstanding issues.

• Strong problem-solving abilities and sound judgment.

• Comfortable communicating with drivers, carriers, customers, and internal stakeholders.

• Proficiency in Microsoft Office, Google Workspace, and/or transportation management systems.

• Ability to remain calm, professional, and solution-focused under pressure.

• Experience in drayage, trucking, freight, transportation, or logistics is preferred.

• Experience supporting large enterprise or industrial customers is preferred.

• Familiarity with shipment tracking, appointment scheduling, PODs, accessorials, and transportation documentation is preferred.

• Experience with a TMS or other logistics technology platform is preferred.

🏝️ Benefits

• Medical, dental, and vision insurance with various plan options, including HSA-eligible plans.

• Company-funded life insurance and short- and long-term disability coverage.

• Flexible spending accounts and dependent care savings options.

• Employee Assistance Program providing confidential counseling, legal, and financial resources.

• Wellness programs and benefit advocacy support.