Customer Support Specialist II
Core
Manage a portfolio of customer accounts and approximately 160 monthly shipments, ensuring daily operational execution, on-time pickup and delivery, and proactive communication with customers, shippers, and internal teams.
Role type
Senior IC logistics operations specialist
Builds
Shipment coverage, track & trace updates, KPI reports, and account growth initiatives
Domain
Logistics / Supply Chain
Required skills
TMS system proficiency, logistics operations management, carrier coordination, shipment tracking, KPI analysis, account management, performance reporting, operational data analysis, stakeholder communication, problem-solving
Preferred skills
Dashboard system experience, Microsoft Office Suite (Excel, Word, PowerPoint)
Responsibilities
Contact carriers to obtain daily capacity and load-tender status; Ensure accurate and timely load status updates in the TMS; Notify shippers and/or receivers of shipment status and coordinate pick-up or delivery appointment changes; Monitor key performance indicators (KPIs), analyze operational data, and ensure accurate performance reporting; Take ownership of customer meetings, communicate performance updates, and follow up on action items and commitments; Coordinate with customers and carriers regarding detention and accessorial information, and obtain approval for expedited shipments; Identify performance trends, propose improvement initiatives, and drive accountability across operational teams to improve service levels; Support account growth and identify opportunities to improve operational efficiency and customer satisfaction within the assigned portfolio.
Seniority
Mid-level, hands-on IC
