Customer Support Specialist

<p><strong>Customer Support Specialist</strong></p>
<p><strong>Location:</strong> Remote</p>
<p><strong>Employment Type:</strong> Full-Time | Remote</p>
<p> </p>
<p><strong>The Role</strong></p>
<p>Cargomatic is seeking a highly organized and customer-focused <strong>Customer Support Specialist</strong> to support our client. This role serves as a key point of contact between our client and Cargomatic’s operations teams, ensuring shipments are coordinated efficiently, issues are resolved quickly, and customers receive timely and accurate updates.</p>
<p>The ideal candidate is proactive, detail-oriented, and comfortable working in a fast-paced transportation environment where priorities can change quickly. You will work closely with customers, drivers, carriers, dispatch, operations, and internal teams to ensure every shipment is handled with a high level of service.</p>
<p><strong>Key Responsibilities</strong></p>
<p><strong>Customer Support & Communication</strong></p>
<ul>
<li>Serve as a primary day-to-day contact for shipment status, scheduling, service issues, and operational questions.</li>
<li>Respond promptly and professionally to customer inquiries through phone, email, and other communication channels.</li>
<li>Provide accurate, timely updates on shipment status, delays, appointment changes, and exceptions.</li>
<li>Build and maintain a strong working relationship with the client stakeholders and internal Cargomatic teams.</li>
<li>Proactively communicate potential issues before they impact the customer.</li>
</ul>
<p><strong>Shipment & Order Management</strong></p>
<ul>
<li>Monitor shipments throughout the transportation lifecycle to ensure timely execution.</li>
<li>Coordinate pickup and delivery appointments, changes, and special requirements.</li>
<li>Track shipment activity and follow up with drivers, carriers, and operations teams as needed.</li>
<li>Ensure shipment information, notes, and customer requirements are accurately entered and maintained in Cargomatic’s systems.</li>
<li>Monitor open orders and follow through on outstanding actions until resolution.</li>
</ul>
<p><strong>Issue Resolution</strong></p>
<ul>
<li>Identify and resolve shipment exceptions, including delays, missed appointments, driver issues, equipment constraints, and delivery discrepancies.</li>
<li>Escalate issues appropriately while maintaining ownership through resolution.</li>
<li>Coordinate with Operations, Dispatch, Drivers, Carriers, and other internal teams to resolve customer-impacting issues quickly.</li>
<li>Work directly with drivers and terminal personnel to ensure accurate, timely execution of daily operational activities and resolve issues as they arise.</li>
<li>Investigate service failures and help identify recurring issues and opportunities for improvement.</li>
<li>Maintain clear documentation of customer issues, actions taken, and final resolutions.</li>
</ul>
<p><strong>Administrative & Operational Support</strong></p>
<ul>
<li>Assist with proof of delivery (POD), shipment documentation, and other customer requirements.</li>
<li>Review shipment information for accuracy and identify discrepancies requiring correction.</li>
<li>Support reporting and customer-specific tracking requirements.</li>
<li>Maintain accurate records and ensure follow-up items are completed within established timelines.</li>
<li>Assist with customer account and operational projects as needed.</li>
</ul>
<ul>
<li>Maintain accurate and timely records within the company’s systems, ensuring all operational and transaction data is complete, current, and properly documented.</li>
<li>Ensure billing information is accurate and submitted in a timely manner, partnering with drivers, terminals, and internal teams to resolve discrepancies and support timely invoicing.</li>
</ul>
<p><strong>Qualifications</strong></p>
<ul>
<li>2+ years of experience in <strong>customer support, logistics, transportation, freight, dispatch, or account coordination</strong>.</li>
<li>Experience supporting customers in a fast-paced operational environment preferred.</li>
<li>Strong written and verbal communication skills.</li>
<li>Excellent organizational skills and attention to detail.</li>
<li>Ability to manage multiple priorities and follow through on open issues.</li>
<li>Strong problem-solving skills and sound judgment.</li>
<li>Comfortable communicating with drivers, carriers, customers, and internal stakeholders.</li>
<li>Proficiency with Microsoft Office, Google Workspace, and/or transportation management systems.</li>
<li>Ability to remain calm, professional, and solutions-oriented under pressure.</li>
</ul>
<p><strong>Preferred Experience</strong></p>
<ul>
<li>Experience in <strong>drayage, trucking, freight, transportation, or logistics</strong>.</li>
<li>Experience supporting large enterprise or industrial customers.</li>
<li>Familiarity with shipment tracking, appointment scheduling, PODs, accessorials, and transportation documentation.</li>
<li>Experience working with a TMS or other logistics technology platform.</li>
</ul>
<p><strong>Benefits & Perks</strong></p>
<p>Cargomatic offers a competitive benefits package designed to support your health, financial security, and overall well-being.</p>
<ul>
<li>Medical, dental, and vision coverage with multiple plan options, including HSA-eligible plans</li>
<li>Company-paid life insurance and short- and long-term disability coverage</li>
<li>Flexible spending accounts and dependent care savings options</li>
<li>Employee Assistance Program with confidential counseling, legal, and financial resources</li>
<li>Wellness programs and benefit advocacy support</li>
</ul>
<p><strong>Equal Opportunity Employer</strong></p>
<p>Cargomatic is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.</p>
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