Tracking & Tracing Specialist

Customer Service / Tracking & Tracing Specialist

• Custom Global Logistics

The Custom Companies, Inc. | Northlake, IL (On-site)

Are you the right applicant for this opportunity Find out by reading through the role overview below.

For 40 years, The Custom Companies, Inc. has set the standard in full-service logistics, providing tailored solutions including Less Than Truckload (LTL), Ground & Air Expedited Services, Full/Partial Truckload, Specialized Services, and Warehousing. Backed by decades of experience and direct access to transportation assets, we deliver smarter, faster, and more reliable solutions - earning the trust of clients nationwide.

About the Opportunity

The Customer Service / Tracking & Tracing Specialist is responsible for monitoring shipments, maintaining accurate shipment information, communicating with customers and carriers, and proactively identifying and resolving transportation issues.

The primary responsibility of this position is to know where the shipment is, whether it is on schedule, what needs to happen next, and whether any action is required.

This position requires strong communication skills, attention to detail, urgency, organization, and a strong sense of ownership.

Key Responsibilities

Tracking & Tracing

• Monitor shipments from pickup through final delivery.
• Maintain accurate and current shipment statuses in the TMS.
• Proactively track expedited, air freight, hot shot, residential, and time-sensitive shipments.
• Follow up on missing tracking updates, scans, appointments, or delivery confirmations.
• Monitor shipments against required pickup and delivery dates.
• Identify delayed or at-risk shipments and take appropriate action.
• Obtain and upload PODs, BOLs, and delivery documentation.
• Ensure completed shipments are properly documented.

Customer Service

• Serve as a primary contact for shipment status and delivery questions.
• Respond promptly and professionally to customer emails and phone calls.
• Provide accurate shipment updates and delivery expectations.
• Proactively communicate delays, exceptions, and changes.
• Keep customers informed before they have to ask for an update.
• Maintain ownership of customer requests until resolved.
• Document important customer and shipment communications.

Carrier Communication

• Contact carriers, terminals, agents, warehouses, and delivery providers for shipment updates.
• Follow up on delayed or unresponsive carriers.
• Confirm pickup, delivery, appointment, and shipment status information.
• Communicate customer requirements and delivery instructions when necessary.
• Escalate significant or unresolved issues to management.

Exception Management

Identify and address issues such as:

• Missed pickups
• Missed delivery appointments
• Delayed shipments
• Missing tracking updates
• Failed delivery attempts
• Freight held at terminals
• Damaged or short shipments
• Residential delivery issues
• Missing PODs
• Incorrect delivery information
• Carrier or airline delays

The Specialist is expected to:

Identify the issue ? Take action ? Communicate the status ? Follow through until resolved.

"No Surprises" Philosophy

Custom Global Logistics operates with a "No Surprises" philosophy.

The Specialist is expected to:

• Be proactive rather than reactive.
• Keep shipment information accurate and current.
• Respond to customers promptly.
• Follow up when information is missing.
• Identify potential problems before they become service failures.
• Communicate delays and exceptions immediately.
• Follow issues through to resolution.
• Take ownership of assigned shipments.

The customer should not have to contact us to find out what is happening with their freight.

Required Qualifications

• 1–2+ years of transportation, logistics, freight forwarding, or customer service experience preferred.
• Transportation or freight experience strongly preferred.
• Excellent written and verbal communication skills.
• Strong attention to detail.
• Excellent organization and follow-up skills.
• Ability to manage multiple shipments and priorities.
• Ability to work effectively under pressure.
• Proficiency with email, Microsoft Office, and transportation management systems.
• Professional communication skills with customers, carriers, and internal personnel.

Ideal Candidate

The successful candidate is:

• Accountable — Takes ownership and follows through.
• Proactive — Finds problems before the customer does.
• Responsive — Understands the importance of timely communication.
• Detail-Oriented — Keeps shipment information accurate.
• Persistent — Continues following up until an answer is received.
• Customer-Focused — Understands that communication is part of the service.
• Calm Under Pressure — Can manage multiple issues without losing focus.
• Solution-Oriented — Focuses on resolving problems rather than simply reporting them.

Performance Expectations

Performance may be measured by:

• Tracking accuracy
• Timeliness of shipment updates
• Customer response time
• Carrier follow-up
• Exception resolution
• Pickup and delivery visibility
• POD/BOL completion
• TMS accuracy
• Proactive customer communication
• Reduction of preventable service failures

The Custom Companies, Inc. is an Equal Opportunity Employer. xhyhwjd All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.The Air Freight / Expedited Services & Customer Service Specialist