Customer Care Specialist

Position Summary

Provides support to customers and terminal operations by managing communications and coordinating service activities. Delivers accurate documentation and timely assistance to strengthen customer relationships and improve operational efficiency.

Major Tasks and Responsibilities

• Handles inbound calls and emails, schedules appointments, and addresses inquiries on orders and deliveries.
• Covers for customer service representatives as needed.
• Calls drivers to confirm delivery availability with dispatch and addresses scheduling conflicts.
• Prepares and reviews dispatch paperwork for accuracy and completeness.
• Sets up and maintains customer accounts and manages customer data.
• Supports billing and data entry while maintaining accurate terminal records.
• Conducts driver check-ins to verify delivery performance and address service issues.
• Responds to customer requests across multiple channels to resolve issues and deliver satisfaction.
• Maintains service activity logs and monitors service activities, identifying potential problems and taking corrective action to maintain quality.

Minimum Qualifications

• Must be at least 18 years of age.
• High school diploma or GED.
• Authorized to work in the United States.
• Read, write, communicate and comprehend the English language in order to perform the various tasks of the job, including but not limited to: converse with co-workers and members of the general public, including customers; understand oral and written instructions as well as governmental regulations; respond to questions and inquiries from management and government representatives; and accurately complete various documents, reports and records required of the position.

Preferred Qualifications

• 2+ years of transportation, customer service, or related experience.
• Working knowledge of Microsoft Office.

Work Conditions and Physical Demands

• Works primarily in a terminal office environment with frequent computer and phone use.
• Sits for extended periods while performing data entry and administrative tasks.
• Walks through warehouse and dock areas as needed, with exposure to noise, dust, and varying temperatures.
• Communicates regularly with drivers, coworkers, and customers in person, by phone, and electronically.
• Occasionally lifts or carries office supplies or small packages up to 20 pounds.
• May be required to wear safety gear such as high-visibility vests, hearing protection, or safety footwear in operational areas.
• Work hours may extend beyond the standard schedule during peak periods or to resolve service issues.

Benefits

• Comprehensive healthcare benefits.
• 401(k) match.
• Career development opportunities.
• Paid time off.