National Customer Service Specialist (Monday - Friday 6:30AM - 3:30PM)

STG • Dublin, OH

1d • Onsite

About The Position

As a National Customer Service Specialist in our Transportation Customer Service division, you will play a pivotal role in managing a dedicated portfolio of customers, ensuring order fulfillment excellence, proactively resolving escalated service issues, and championing long-term customer success. You will own the primary point of contact for customers, delivering best-in-class communication and service with a proactive, customer-first mindset that ensures every interaction is handled with care, clarity, and efficiency.

Requirements

• High school diploma.
• 2 years of transportation, operations, customer service, retail experience preferred but not required.
• Experience in customer-facing position is highly desirable.
• Strong interpersonal skills to quickly foster strong long-term relationships, internal and external.
• Ability to quickly master new software use (variety of TMS systems will be used).
• Proven initiative in leading cross-functional efficiency enhancements.
• Skilled in clear and persuasive communication tailored to varied audiences.
• Able to assess complex situations and recommend actionable solutions.
• Flexible working schedule based off business demands.

Responsibilities

• Review incoming orders, verify shipment details, and ensure pickup and delivery timelines meet customer expectations.
• Monitor daily shipment activity using internal systems; identify potential delays and communicate updates to customers proactively.
• Respond to service disruptions by investigating root causes, coordinating with operations, and provide timely solutions to customers.
• Manage requests for changes to shipments (e.g., reroutes, expedited delivery) while balancing customer needs and operational feasibility.
• Communicate with customers via phone, email, and web portal to provide updates, resolve concerns, and answer inquiries with professionalism and empathy.
• Analyze shipment details and customer requirements to identify opportunities for maximizing revenue per load through strategic mode selection, efficient routing, and proactive communication around accessorial charges and service enhancements.
• Timely communication to customers regarding processing additional accessorial charges that may occur during the order life cycle.
• Log customer interactions, service issues, and resolutions accurately to maintain clear documentation and support reporting efforts.
• Track and capture customer award volumes accurately, engaging in strategic conversations to reinforce contractual compliance, align expectations, and strengthen long-term partnerships.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED