Customer Support Specialist
$24 - $25 per hourCrossroads Courier
Job Description
Location: Crossroads Courier St. Louis Office (Fully Onsite) Schedule: Friday - Tuesday, 8:00 AM to 5:00 PM, weekends and holidays as needed Pay: $24 - $25 /hr About the Role We're looking for a dependable, detail-oriented 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. What You'll Do Customer Support & Communication
Location: Crossroads Courier St. Louis Office (Fully Onsite) Schedule: Friday - Tuesday, 8:00 AM to 5:00 PM, weekends and holidays as needed Pay: $24 - $25 /hr About the Role We're looking for a dependable, detail-oriented 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. What You'll Do Customer Support & Communication
- 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.
- 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.
- High School Diploma or GED
- Experience in courier, logistics, transportation, or delivery service environments.
- Be a critical part of our afterhours operations and customer experience.
- Health, dental, and vision insurance, plus 401(k) with company match.
- Tuition reimbursement and professional development opportunities.
- Generous paid time off: Vacation, sick leave, and holidays.
- A chance to join a company where your ambition and performance are recognized and rewarded.
- A values-driven, people-first culture
- A chance to see your work make a real impact... fast!
Vacancy posted 2 days ago
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