Third Shift Customer Support Specialist

Crossroads Courier•Maryland Heights, MO

2d•$25 - $30•Onsite

About The Position

We’re looking for a dependable, detail-oriented Afterhours Customer Support Specialist to deliver exceptional service outside of standard business hours. In this role, you’ll be the first point of contact for our customers— resolving issues in real time, entering and tracking shipments accurately, and keeping customers informed every step of the way. If you thrive in a fast-paced, time-sensitive environment and enjoy solving problems while providing a world-class customer experience, this role is for you.

Requirements

High school diploma or GED with 2+ years of customer service experience, preferably in a fast-paced, time-sensitive environment.
Strong organizational skills with the ability to prioritize and multitask.
Excellent written and verbal communication skills with a professional, courteous demeanor.
Analytical, solution-oriented mindset with the ability to think quickly under pressure.
Proficiency in Microsoft Office (Excel, Outlook, Teams, SharePoint) and comfort learning new systems.
Willingness to work overtime and flexible hours as operational needs require.
Valid driver’s license with a clean driving record and willingness to assist with deliveries when needed.

Nice To Haves

High School Diploma or GED
Experience in courier, logistics, transportation, or delivery service environments.

Responsibilities

Deliver a world-class customer experience on every call and email by following approved scripts, tone, and etiquette standards.
Resolve customer issues on first contact whenever possible (locating packages, providing ETAs, addressing service issues, and upholding service guarantees).
Communicate real-time shipment updates, delays, and exceptions to customers and partners.
Accurately book, enter, and track shipments, including flights, agents, and delivery status.
Ensure all routed and scheduled jobs are correctly assigned to drivers.
Flag and manage critical or time-sensitive shipments according to SOPs.
Own assigned shared Outlook inboxes: acknowledge, triage, respond, and close out inquiries.
Update CRM and dispatch systems in real time; log customer issues and keep contacts current.
Manage customer portals and daily ASNs (upload Excel files, update orders, alerts, and statuses).
Handle shipment and compliance documentation (BOLs, manifests, air bills, TSA documents).
Support CXT customer account tasks, including creating internet users and updating contact information.
Produce and distribute customer reports (volume reports, scan reports) and complete end-of-shift reporting.
Collaborate cross-functionally to ensure seamless operations after hours.
Escalate complex issues, high-value shipments, or client concerns to supervisors as needed.
Provide support to other departments to keep operations running smoothly.
Perform additional duties aligned with the role as assigned.