Carrier Relations Specialist

Aston Carter•Plymouth Charter Township, MI

10d•$47,000 - $49,920•Onsite

About The Position

The Carrier Relations Specialist serves as the primary point of contact for transportation partners in a fast-paced, phone-based environment. This role focuses on managing a high volume of inbound and outbound calls, supporting onboarding and account setup, resolving service issues, and building strong long-term relationships with carriers and customers. The position requires a polished, professional demeanor, strong communication skills, and the ability to remain calm and effective when handling escalated or challenging interactions.

Requirements

Minimum of 2+ years of experience in customer service, call center, account coordination, dispatch, or a closely related role.
Confident handling high-volume inbound and outbound phone activity for the majority of the workday.
Strong verbal communication and active listening skills, with the ability to convey information clearly and professionally.
Professional, customer-focused demeanor with the ability to remain calm and composed during difficult or escalated interactions.
Demonstrated ability to de-escalate issues and resolve customer concerns effectively.
Strong organizational and multitasking abilities, capable of managing multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office and general computer systems.
Stable work history with evidence of strong tenure in previous roles.
Customer-focused mindset with strong follow-through on tasks and commitments.

Nice To Haves

Experience in logistics, transportation, freight, brokerage, or dispatch is highly preferred.
CRM experience, ideally with Salesforce or a comparable customer relationship management system.
Background in handling customer escalations and complaint resolution.
Associate’s or Bachelor’s degree in a relevant field is preferred.
Experience working with dual monitors and navigating multiple systems simultaneously.
Familiarity with email-based customer communication and documentation.

Responsibilities

Manage a high volume of inbound and outbound phone calls with transportation partners and customers throughout the day.
Assist with onboarding activities, including carrier and account setup, ensuring all required information and documentation are accurately captured.
Answer questions, resolve issues, and provide ongoing support to carriers and internal stakeholders in a timely and professional manner.
Investigate service concerns and communication issues, identify root causes, and work toward effective resolutions.
Maintain accurate and up-to-date customer and partner records within internal systems and tools.
Monitor documentation and compliance-related requirements to ensure carriers meet company and regulatory standards.
Build and maintain strong, long-term business relationships with carriers and partners through consistent, high-quality service.
Collaborate closely with operations and other internal teams to ensure service levels are met and issues are addressed promptly.
Handle occasional escalations from frustrated customers or partners, using de-escalation techniques to resolve complaints and restore confidence.
Utilize computer systems, Microsoft Office, and CRM tools to track interactions, document activities, and support daily workflows.
Multitask effectively by managing calls, documentation, and follow-up actions simultaneously without compromising accuracy or service quality.
Demonstrate strong follow-through on open issues, ensuring commitments are met and stakeholders are kept informed.