National Customer Service Specialist

STG • Dublin, OH

13d

About The Position

As a National Customer Service Specialist in STG Logistics’ Transportation Customer Service division, you will manage a dedicated portfolio of customers, support order fulfillment, resolve escalated service issues, and promote long-term customer success. You will serve as customers’ primary point of contact, providing proactive, clear, and efficient communication with a customer-first approach. The role involves coordinating orders and shipments, handling service changes and disruptions, documenting interactions, and supporting revenue optimization and customer award-volume management.

STG Logistics is a provider of managed and extended port-to-door outsourcing services, with drayage and intermodal operations, bonded CFS facilities, and warehouse fulfillment locations. The company emphasizes a trained, technology-savvy, customer-centric workforce.

The position’s work environment is generally low to moderate in noise. Employees are rarely exposed to fumes or airborne particles, or toxic or caustic chemicals. Reasonable accommodations may enable individuals with disabilities to perform the essential functions of the job.

Requirements

• High school diploma.
• Strong interpersonal skills to foster long-term relationships with internal and external stakeholders.
• Ability to quickly learn new software, including a variety of transportation management systems.
• Initiative in leading cross-functional efficiency enhancements.
• Clear and persuasive communication skills tailored to varied audiences.
• Ability to assess complex situations and recommend actionable solutions.
• Flexible working schedule based on business demands.

Nice To Haves

• Two years of transportation, operations, customer service, or retail experience is preferred but not required.
• Experience in a customer-facing position is highly desirable.

Responsibilities

• Review incoming orders, verify shipment details, and ensure pickup and delivery timelines meet customer expectations.
• Monitor daily shipment activity in internal systems, identify potential delays, and proactively communicate updates to customers.
• Investigate service disruptions, coordinate with operations, and provide timely solutions to customers.
• Manage shipment-change requests, such as reroutes or expedited delivery, while balancing customer needs and operational feasibility.
• Communicate with customers by phone, email, and web portal to provide updates, resolve concerns, and answer inquiries professionally and empathetically.
• Analyze shipment details and customer requirements to identify opportunities to maximize revenue per load through mode selection, routing, and communication about accessorial charges and service enhancements.
• Communicate timely with customers about additional accessorial charges that may occur during an order’s life cycle.
• Accurately log customer interactions, service issues, and resolutions to maintain documentation and support reporting.
• Track and accurately capture customer award volumes; engage in strategic conversations to reinforce contractual compliance, align expectations, and strengthen partnerships.

What This Job Offers

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