Shipper Support - Cases

Responsibilities

• Process and resolve shipper support cases using a proprietary communication platform.
• Research and resolve missed pickup issues and other transportation disruptions in a timely manner.
• Maintain established case resolution goal rates and productivity targets.
• Conduct proactive outreach calls to shippers, vendors, and carriers when necessary to prevent or resolve issues.
• Document case resolutions thoroughly and maintain accurate records to support continual process improvements.
• Collaborate closely with carriers and vendors to ensure successful freight pickup and delivery.
• Apply critical thinking skills to analyze complex logistics challenges and develop effective solutions.
• Connect information from multiple sources to identify patterns and scale up solutions where possible.
• Handle ambiguous situations confidently while maintaining service quality and customer satisfaction.
• Maintain high levels of accuracy and attention to detail while meeting productivity expectations.
• Build and maintain effective working relationships with vendors, carriers, and internal stakeholders.

Requirements

• Strong analytical and problem-solving abilities, with the ability to apply critical thinking to logistics challenges.
• Excellent written and verbal communication skills for clear, professional interaction with vendors, carriers, and internal teams.
• Basic computer proficiency, including experience with spreadsheets and data filtering.
• Customer service orientation, with the ability to manage vendor and shipper inquiries professionally.
• Strong attention to detail and accuracy in documentation and case handling.
• Able to work independently, manage workload, and make sound decisions with minimal supervision.
• Tech-savvy with comfort in using proprietary communication platforms.

Qualifications

• Familiarity with transportation terminology and supply chain concepts, including logistics, freight, and inventory processes.
• Experience in vendor management, customer service, logistics, transportation, account management, inventory, supply chain, or freight-related roles.
• Experience with AI and Large Language Models in a work environment.
• Previous experience in fields such as logistics, banking, insurance, or other areas requiring data analysis and case handling.
• Experience in roles that require verification and validation of information and documentation.
• Demonstrated track record of career growth and increasing responsibility in previous positions.
• Ability to go beyond following instructions to find creative, scalable solutions to operational problems.
• Ability to connect dots across different data sources and situations to drive improvements.
• Capability to handle ambiguous situations with confidence and maintain service standards.
• Interest in long-term career development, with openness to training and growth opportunities.

Benefits

• Medical, dental & vision coverage.
• Critical Illness, Accident, and Hospital coverage.
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available.
• Life Insurance (Voluntary Life & AD&D for the employee and dependents).
• Short and long-term disability coverage.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time Off/Leave (PTO, Vacation or Sick Leave).
• College tuition support.