Customer Support Specialist

Role overview

A fully remote customer support role focused on coordinating shipments, resolving service issues, and keeping customers informed in a fast-moving freight and transportation environment. The position serves as a primary liaison between external customers and internal operations, dispatch, drivers, and carrier teams, making sure every load is handled with care. It suits someone who is highly organized, proactive, and comfortable juggling shifting priorities throughout the day.

Responsibilities

- Act as the main day-to-day contact for shipment status, scheduling, service issues, and operational questions across phone, email, and other channels - Coordinate pickup and delivery appointments, schedule changes, and special handling requirements for active loads - Track shipments through their full lifecycle, following up with drivers, carriers, and dispatch to keep things on schedule - Identify and resolve exceptions such as delays, missed appointments, driver issues, equipment constraints, and delivery discrepancies, escalating as needed while retaining ownership through closure - Maintain accurate records in internal systems, including shipment notes, proof of delivery, accessorial documentation, and billing data submitted on time - Support customer-specific reporting, tracking requests, and ad hoc account or operational projects

Requirements

- At least two years of experience in customer support, logistics, transportation, freight, dispatch, or account coordination - Strong written and verbal communication skills with a calm, solutions-oriented manner under pressure - Solid organizational habits and attention to detail when managing many open items in parallel - Comfortable communicating regularly with drivers, carriers, customers, and internal stakeholders - Proficiency with Microsoft Office, Google Workspace, and ideally a transportation management system or similar logistics platform

Nice to have

- Background in drayage, trucking, or other freight and logistics operations - Experience supporting large enterprise or industrial accounts - Familiarity with shipment tracking, appointment scheduling, accessorials, and standard transportation documentation

Benefits and work setup

- Fully remote, full-time schedule - Medical, dental, and vision coverage with multiple plan options, including HSA-eligible plans - Company-paid life insurance plus short- and long-term disability coverage - Flexible spending accounts and dependent care savings options - Employee Assistance Program offering confidential counseling, legal, and financial resources - Wellness programs and benefit advocacy support