Tracking & Tracing Coordinator

Our Tracking & Tracing Coordinator is a crucial role within Custom Companies, serving as the eyes and ears of every shipment. This position is responsible for monitoring and tracking freight from pickup through delivery to ensure timely, accurate service — proactively identifying delays or issues, keeping drivers on schedule, and keeping customers and internal teams informed every step of the way.

Success in this role is measured by on-time performance, minimized delivery exceptions, and customer satisfaction, achieved through close collaboration with carriers, drivers, and internal stakeholders.

Tracking & Tracing Coordinator

Location:

Northlake, IL

Shift: 8 am - 6 pm or 9 am–7 pm

What You'll Do

You will manage the day-to-day visibility of active shipments and help keep freight moving according to plan. Your responsibilities will include:

• Monitor and track shipments from pickup through delivery using tracking systems and the transportation management system (TMS), ensuring real-time visibility into shipment status.
• Make proactive check calls to drivers and carriers throughout the day; input accurate, timely updates into the dispatch/TMS system.
• Notify customers and internal teams of any deviation from the run schedule before it becomes a problem.
• Answer incoming driver and customer calls and emails, resolving needs quickly and professionally in a high-volume, fast-paced environment.
• Identify and resolve shipment exceptions — missed pickups, delays, damaged goods — by coordinating appropriate corrective action.
• Communicate shipment updates, delays, and exceptions clearly to customers, drivers, carriers, and internal teams via phone, email, and messaging systems.
• Coordinate with Sales, Dispatch, and Operations to resolve issues quickly and ensure a seamless handover of shipment details.
• Maintain accurate records and documentation of shipment details, tracking activity, and resolution steps.
• Set up and maintain new receivers, vendors, and customer/supplier locations within the TMS as needed.
• Correspond with customers and carriers on detention and other accessorial matters; assist in resolving billing or claims discrepancies.
• Monitor and analyze KPIs such as on-time performance and delivery exceptions, and take corrective action when targets are at risk.
• Continuously look for ways to improve tracking processes and tools for greater speed and accuracy.
• Stay current on transportation industry regulations, compliance requirements, and best practices related to tracking and delivery..

Qualifications

• A High school diploma or GED equivalent (Associate's or Bachelor's degree in logistics, supply chain, or a related field is a plus).
• Prior experience in shipment tracking, logistics coordination, dispatch, or customer service — transportation/freight industry experience preferred but not required.
• Strong organizational and time-management skills, with the ability to multitask and manage customer expectations in a fast-paced, deadline-driven environment.
• Excellent verbal and written communication skills, including professional phone and email etiquette.
• Comfortable handling high call volume and working across multiple computer systems/tracking platforms at once.
• Basic proficiency with Microsoft Office (Outlook, Excel, Word); TMS experience a plus.
• Customer-service mindset with strong problem-solving instincts and the composure to handle issues under pressure.
• Ability to work independently and collaboratively as part of a team..

What We Offer

We take care of our people the way they take care of our customers. Our benefits and rewards are designed to support your health, family, and future.

• Comprehensive benefits—medical, dental, vision, and life insurance; details on coverage and shared costs are reviewed…