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><strong>Compensation:</strong> $60,000 - $75,000, depending on experience and qualifications</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 establ