Service Delivery Specialist - General

The Pasha Group•Irving, TX

4d•Onsite

About The Position

The Pasha Group is hiring a customer-focused, solutions-driven Service Delivery Specialist to support transportation and logistics operations for key customer accounts. The role serves as a primary liaison among customers, Sales, Operations, and internal business teams, ensuring service expectations are met throughout the shipment lifecycle. It involves building customer relationships, monitoring shipment performance, resolving service challenges, coordinating equipment and shipment activities, and identifying ways to improve efficiency, control costs, and strengthen the customer experience. The specialist manages customer account and facility relationships; tracks service levels and shipment status; investigates operational issues and coordinates corrective actions; and addresses equipment, pickup, driver, hazardous-material declaration, and documentation needs. The role also coordinates container allocation, equipment availability, bookings, and operational requirements, while working with internal teams on dispatch, terminal, and equipment-flow challenges. The position uses operational data to monitor performance, prepare weekly and customer-specific reports and scorecards, maintain accurate shipment records and supporting documentation, and support reliable data flow across systems. The specialist collaborates with onshore and offshore operations, Sales, technology teams, and other stakeholders to resolve issues and improve processes. The role is primarily based in a corporate office environment and involves frequent computer use, customer communication, documentation, and collaboration. Occasional independent travel to U.S. locations, including Hawaii, is required. The role may involve lifting or moving items weighing up to 20 pounds. The stated Zone 3 salary range is $60,000 to $70,000, with starting pay determined by factors including experience, education, and business needs.

Requirements

Associate degree in Business, Transportation/Logistics, or a related field, or an equivalent combination of education and directly related experience.
At least 3 years of client relationship support and issue-resolution experience in the transportation or logistics industry.
Working knowledge of containerized shipping processes, including contracting, bookings, invoicing, dispatch, equipment flow, and terminal operations.
Ability to evaluate routing efficiency, transportation costs, operational performance, and service metrics.
Strong customer relationship-building skills and ability to understand customer needs and deliver effective solutions.
Strong analytical and problem-solving skills, including the ability to independently investigate complex issues, identify root causes, and implement solutions.
Intermediate proficiency with Microsoft Excel, Word, and Outlook.
Accurate data-entry, reporting, and documentation capabilities.
Excellent verbal, written, and listening skills, with the ability to collaborate across teams and customer organizations.
Ability to manage competing priorities, meet deadlines, and adapt to changing operational conditions.
Foundational knowledge of emergency management principles and transportation-related incident coordination.
Ability to travel independently to U.S. locations, including Hawaii.
Ability to lift or move items weighing up to 20 pounds.

Nice To Haves

Bachelor's degree in Business Administration, Logistics, or a related field.

Responsibilities

Serve as the primary point of contact for assigned customer accounts and facilities, building partnerships and ensuring service expectations are understood and met.
Monitor shipment performance, identify potential disruptions, and act proactively to maintain service-level agreements and customer satisfaction.
Investigate operational challenges, conduct root-cause analysis, and coordinate corrective actions and service recovery.
Address equipment inventory, pickup coordination, driver issues, hazardous-material declarations, document corrections, and other customer service requirements.
Provide customers and internal stakeholders with timely shipment updates, service status reports, and issue resolutions.
Collaborate with Sales Account Management to align processes, resources, and service improvements with customer requirements.
Evaluate customer-facility equipment needs and coordinate allocation of 45-foot, 40-foot, and refrigerated containers.
Monitor equipment pools, balance supply, and recommend adjustments based on vessel capacity and operational demand.
Analyze demurrage and detention activity, provide customer reporting, and support timely recovery and redeployment of empty equipment.
Create, update, and distribute shipment bookings and confirmations.
Work with internal teams to address dispatch, terminal, equipment-flow, and shipment-related challenges.
Support customer-specific requirements and established transportation processes.
Track customer requirements, service metrics, and operational trends to identify improvement opportunities.
Prepare and distribute weekly activity reports, specialized customer reports, and internal and external scorecards.
Maintain accurate and current shipment records, customer systems, databases, and supporting documentation.
Collaborate with technology teams and business units to support consistent data flow and reliable performance measurement.
Identify recurring service challenges, recommend solutions, and support corrective actions and process improvements.
Work with onshore and offshore operations, Sales, and support teams to resolve issues and implement service enhancements.