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