Customer Support Specialist

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

• 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.

Order & Shipment Management

• 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.

Inbox, Systems & Documentation

• 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.

Reporting & Collaboration

• 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.

What We're Looking For

Required Qualifications

• 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.

Preferred Qualifications

• High School Diploma or GED
• Experience in courier, logistics, transportation, or delivery service environments.

Why Join Us?

• 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!

Crossroads Courier is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.