Customer Support Specialist for Logistics

Logistics Customer Support – Job Profile
Role Overview

A Logistics Customer Support professional serves as the main point of contact between customers and the logistics/transportation team. The role involves handling customer inquiries, resolving shipment issues, coordinating with carriers, and ensuring smooth end-to-end delivery processes while maintaining excellent customer satisfaction.

Key Responsibilities

Customer Communication: Respond promptly to customer queries regarding freight, delivery status, shipment delays, and logistics solutions.

Order & Shipment Tracking: Monitor and update customers on order status, expected delivery times, and resolve discrepancies in transit.

Problem Resolution: Handle complaints, escalations, damages, or lost shipments, ensuring quick solutions with minimal disruption.

Coordination: Liaise with internal departments (operations, warehouse, sales) and external partners (carriers, freight forwarders, courier companies).

Documentation: Manage and verify shipping documents, invoices, bills of lading, and PODs (Proof of Delivery).

System Updates: Maintain accurate data entry in logistics systems, CRMs, and tracking portals.

Process Improvement: Identify recurring issues and suggest improvements to enhance customer experience and logistics efficiency.

Required Skills

Strong communication & interpersonal skills

Problem-solving and conflict resolution abilities

Knowledge of logistics processes (domestic & international freight, road, air, sea)

Ability to multitask and work under pressure

Attention to detail and accuracy in documentation

Customer-first mindset

Qualifications

Bachelor’s degree in Logistics, Supply Chain, Business Administration (preferred but not always required)

Prior experience in logistics, freight forwarding, or customer support roles

Proficiency in MS Office (Excel, Outlook) and logistics software