Customer Support Specialist II; Overnight

Customer Support Specialist II (Overnight)

The Customer Support Specialist plays a vital role within our Operations team. This position is responsible for ensuring timely delivery of customer shipments, maintaining daily communication, and building strong relationships with both customers and carriers. This is an overnight position. Candidates must be available to work overnight hours on a consistent basis.

What the Candidate Will Do

• Use Transportation Management System to process shipment entries and actively lead timely performance/automation objectives
• Maintain consistent and professional communication; effective, prompt and courteous communications with respect to difficult situations, relaying service failures, etc.
• Exceed customer on-time pick-up and delivery expectations
• Supervise shipments and revise when vital based on changing shipper, customer, and carrier needs
• Utilize external websites and other tools of communication to set shipment appointments
• Update load status in the system, e.g. loaded pick-up, delivery, empty, etc.
• Work directly with Logistics Teams to assist with shipment issues or problem-solving
• Appointment Scheduling/Schedule appointments with shipper and/or receiver, update the TMS as needed
• Additional Responsibilities Regarding Customer and Carrier Relationships
• Contact carrier to obtain status of load-tendered; continue monitoring the shipment for on-time pick-up, transit, delivered, empty
• Correspond with customer and carrier regarding detention and other accessorial information
• Acquire solid understanding of customer business practices and workflow

Basic Qualifications

• High school diploma or GED equivalent
• 0-1 years of customer service experience
• Basic proficiency with Microsoft Office Suite (Outlook, Excel, Word, etc.)
• Clear and professional oral and written communication skills, including email etiquette

Preferred Qualifications

• Customer Service background
• Knowledge of the freight industry
• Proficient with Microsoft Office Suite
• Proficient in Google workspace
• Strong oral and written communication skills, including professional email etiquette