Customer Support Specialist II - After Hours

Schedule: Full TimeJob Type: On-siteSalary Type: SalariedReq #:3452?About the Role

Support daily transportation operations by ensuring accurate planning, shipment execution, tracking, and documentation management. Provide proactive communication and status updates to customers, carriers, facilities, and internal stakeholders. Monitor shipment performance from pickup through final delivery, identifying and resolving operational issues to maintain service levels. Maintain transportation systems and operational tools with accurate and timely information. Support carrier performance management through visibility tracking, KPI monitoring, and issue resolution. Prioritize operational activities to meet customer requirements and business objectives. Collaborate with internal teams to identify process improvement opportunities and enhance operational efficiency. Support contingency management and escalation resolution to minimize service disruptions.

What the Candidate Will Do

• ?Shipment Tracking: Monitor shipments daily to ensure visibility and on-time performance.
• TMS Management: Maintain accurate load statuses and milestones within the system.
• Planning & Scheduling: Schedule orders within required timelines and handle operational planning.
• Issue & Exception Resolution: Resolve system errors, discrepancies, and operational bottlenecks.
• Carrier & Cross-Border Coordination: Coordinate with carriers for documentation, updates, and cross-border activities.
• Reporting & Escalations: Distribute KPI reports and escalate service failures when necessary.

Basic Qualifications

• Bachelor's Degree.
• Minimum 1 year of professional experience in operations, customer service, transportation, supply chain, logistics, or related fields.
• Advanced written and conversational English, with strong verbal and written communication skills.
• Intermediate Microsoft Excel skills.
• Knowledge of customer service principles, stakeholder management, and previous experience managing customer requests or operational processes.
• Ability to work effectively in a fast-paced environment, manage multiple priorities simultaneously, and demonstrate a strong sense of urgency.

Preferred Qualifications

• ?Stakeholder & Customer Experience: Manage customer requests, operational processes, and stakeholder communications effectively.
• TMS Working Knowledge: Utilize Transportation Management Systems (TMS) for day-to-day operations and load management.
• Logistics & Shipment Lifecycle: Understand transportation and logistics operations, including end-to-end shipment lifecycle management.