Job Title: Logistics Specialist / Customer Service Representative 

Location: Kent, WA

Job Type: Contract

Pay Rate: Up to $18.00/hr

Schedule: Monday–Saturday (5 days/week). Sunday is always off, with one weekday off during the week. 8.5-hour shifts (includes a 30-minute lunch).

Work Environment: 100% Onsite

Preferred: Bilingual English/Spanish

Position Overview

We are seeking a highly organized and customer-focused Logistics Specialist / Customer Service Representative to support daily last-mile delivery operations. This role is responsible for monitoring delivery routes, coordinating with drivers and service providers, resolving operational issues, processing customer requests, supporting claims and billing activities, and ensuring a positive customer experience throughout the delivery process.

The ideal candidate has experience in logistics, transportation, dispatch, customer service, or delivery operations and thrives in a fast-paced environment where multitasking, problem-solving, and communication are essential.

Key Responsibilities

Route Planning & Delivery Coordination

• Monitor daily delivery routes to ensure on-time performance.
• Track truck movements and delivery progress using routing and operational systems.
• Verify route readiness, dispatch status, and load completion before departure.
• Coordinate route rescues, route reallocations, and recovery plans when operational issues arise.
• Identify delivery delays and proactively communicate updates to internal teams, service providers, and customers.
• Ensure all delivery routes are properly closed with accurate documentation.

Dispatch & Transportation Operations

• Communicate daily with drivers, carriers, dispatch teams, and third-party service providers.
• Assign and update route allocations based on delivery volume and operational needs.
• Coordinate redeliveries, appointment changes, exchanges, and haul-away requests.
• Monitor transportation performance and escalate operational concerns when necessary.
• Support contractor onboarding and operational training activities.

Customer Service

• Serve as the primary point of contact for customers via phone and email.
• Handle customer concerns professionally and provide timely resolution.
• Investigate delivery exceptions, service failures, and customer complaints.
• Maintain ongoing communication regarding delivery status and scheduling updates.
• Process delivery changes, cancellations, and customer requests.
• Deliver exceptional customer service while maintaining company service standards.

Claims Administration

• Review property damage, product damage, shortage, and service-related claims.
• Collect Proof of Delivery (POD), delivery documentation, photographs, and supporting evidence.
• Coordinate with customers, carriers, and internal claims teams to resolve claims efficiently.
• Maintain accurate claims records and ensure timely follow-up.

Billing & Documentation

• Support billing validation and operational reporting.
• Verify delivery completion, route documentation, POD compliance, and operational records.
• Assist with billing reconciliation and operational audits.
• Maintain accurate customer, carrier, and service provider records.

Compliance & Quality Assurance

• Ensure compliance with company policies, customer requirements, and safety standards.
• Audit delivery documentation and POD quality.
• Monitor contractor compliance with operational procedures and customer service expectations.
• Verify adherence to delivery quality standards, safety procedures, and operational best practices.

Reporting & Performance Tracking

• Prepare daily operational reports and route assignment logs.
• Track and report key operational metrics including:
  • On-Time Delivery
  • Route Completion
  • Delivery Exceptions
  • Customer Satisfaction
  • Claims
  • Billing Accuracy
  • POD Compliance
• Analyze operational trends and recommend process improvements.
• Support leadership with reporting and performance analysis.

Required Qualifications

• High School Diploma or GED.
• Minimum 1 year of experience in Logistics, Transportation, Dispatch, Customer Service, Operations or Delivery Coordination
• Knowledge of transportation operations and route planning.
• Strong organizational and multitasking skills.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office (Excel, Word, Outlook, PowerPoint).
• Ability to work effectively in a fast-paced environment.

Preferred Qualifications

• Experience supporting last-mile delivery operations.
• Experience with Transportation Management Systems (TMS), dispatch, or routing software.
• Claims handling or service recovery experience.
• Experience supporting appliance, furniture, retail, or home delivery operations.
• Bilingual English/Spanish.
• Call center or customer support experience.