National Customer Service Specialist

Job Description

Job Description

Job Title: National Customer Service Specialist

Summary:

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.
Join us and take your career to new heights while shaping industry-leading service excellence!

What You'll Do :  
• Customer Support : Communicate with customers via phone, email, and web portal to provide updates, 
resolve concerns, and answer inquiries with professionalism and empathy. 
• Order Coordination : Review incoming orders, verify shipment details, and ensure pickup and delivery 
timelines meet customer expectations.
• Shipment Tracking : Monitor daily shipment activity using internal systems; identify potential delays and 
communicate updates to customers proactively.
• Issue Handling : Respond to service disruptions by investigating root causes, coordinating with operations, and provide timely solutions to customers.
• Service Adjustments : Manage requests for changes to shipments (e.g., reroutes, expedited delivery) while balancing customer needs and operational feasibility.
• Revenue Optimization : 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.
• Charge Clarification : Timely communication to customers regarding processing additional accessorial 
charges that may occur during the order life cycle. 
• Record Keeping : Log customer interactions, service issues, and resolutions accurately to maintain clear 
documentation and support reporting efforts.
• Award Volume Management : Track and capture customer award volumes accurately, engaging in strategic conversations to reinforce contractual compliance, align expectations, and strengthen long-term partnerships.

What You Will Bring : 
• 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. 

Education/Experience:  
• High school diploma. 
• 2 years transportation/operations/customer service/retail experience preferred but not required. 
• Experience in customer-facing positions is highly desirable.

Why Work With Us? 

Express Employment Professionals is one of North America’s leading staffing agencies, dedicated to helping individuals find meaningful employment at no cost to job seekers. Our Delaware, OH team is committed to creating a supportive, positive work environment and helping you grow your career 

How to Apply

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About Express Employment Professionals – Delaware, OH 

We specialize in connecting job seekers with opportunities in light industrial, skilled trades, administrative, and professional roles. Our local team, Val and Shada, are dedicated to helping you find the right job for success.   

Equal Opportunity Employer  

We are proud to be an Equal Opportunity Employer and value diversity in the workplace. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, veteran status, disability, or any other protected status.

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