Note: The job is a remote job and is open to candidates in USA. Cargomatic is a transportation and logistics company seeking a highly organized, customer-focused Customer Support Specialist. The role serves as a key contact between clients and operations teams, coordinating shipments, communicating updates, resolving service issues, and maintaining accurate transportation and billing records.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 2+ years of experience in customer support, logistics, transportation, freight, dispatch, or account coordination
- 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
- Experience supporting customers in a fast-paced operational environment preferred
- 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
- 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
Company Overview