Customer Support Specialist

Job title: Customer Support Specialist

Location: Remote Employment Type: Full-time Work Arrangement: Remote Sector: Logistics Transport & Supply Chain Experience Level: Junior (1-3 years) Application Deadline: October 7, 2026

About the Company

Cargomatic is a leading technology company revolutionizing the drayage and trucking industry. By connecting shippers, carriers, and beneficial cargo owners, Cargomatic streamlines the complex process of moving containers from ports and rail yards to their final destinations.

Their platform offers real-time visibility, efficient appointment scheduling, and robust communication tools, significantly enhancing operational efficiency and reducing costs for all stakeholders. Cargomatic is committed to innovation and fostering a collaborative environment where technology drives progress in the logistics sector.

Job Description Cargomatic is actively seeking a dedicated and detail-oriented Customer Support Specialist to join our remote team. This pivotal role ensures seamless communication and efficient operations between our clients and Cargomatic's operational divisions.

You will be the primary point of contact for clients, managing shipment coordination, resolving issues promptly, and providing essential updates. The ideal candidate thrives in a fast-paced transportation environment, demonstrating proactivity and a keen eye for detail.

Your responsibilities will span customer support, shipment management, issue resolution, and administrative tasks, all aimed at delivering exceptional service and maintaining the integrity of our logistics processes. This role is crucial for fostering strong client relationships and ensuring the smooth execution of every shipment.

Required Skills

• Customer Support
• Logistics
• Transportation
• Freight
• Dispatch
• Account Coordination
• Microsoft Office
• Google Workspace
• Transportation Management Systems (TMS)

Key Responsibilities

• Serve as a primary day-to-day contact for shipment status, scheduling, service issues, and operational questions.
• Respond promptly and professionally to customer inquiries through phone, email, and other communication channels.
• Provide accurate, timely updates on shipment status, delays, appointment changes, and exceptions.
• Build and maintain a strong working relationship with the client stakeholders and internal Cargomatic teams.
• Proactively communicate potential issues before they impact the customer.
• Monitor shipments throughout the transportation lifecycle to ensure timely execution.
• Coordinate pickup and delivery appointments, changes, and special requirements.
• Track shipment activity and follow up with drivers, carriers, and operations teams as needed.
• Ensure shipment information, notes, and customer requirements are accurately entered and maintained in Cargomatic’s systems.
• Monitor open orders and follow through on outstanding actions until resolution.
• Identify and resolve shipment exceptions, including delays, missed appointments, driver issues, equipment constraints, and delivery discrepancies.
• Escalate issues appropriately while maintaining ownership through resolution.
• Coordinate with Operations, Dispatch, Drivers, Carriers, and other internal teams to resolve customer-impacting issues quickly.
• Work directly with drivers and terminal personnel to ensure accurate, timely execution of daily operational activities and resolve issues as they arise.
• Investigate service failures and help identify recurring issues and opportunities for improvement.
• Maintain clear documentation of customer issues, actions taken, and final resolutions.
• Assist with proof of delivery (POD), shipment documentation, and other customer requirements.
• Review shipment information for accuracy and identify discrepancies requiring correction.
• Support reporting and customer-specific tracking requirements.
• Maintain accurate records and ensure follow-up items are completed within established timelines.
• Assist with customer account and operational projects as needed.
• Maintain accurate and timely records within the company’s systems, ensuring all operational and transaction data is complete, current, and properly documented.
• Ensure billing information is accurate and submitted in a timely manner, partnering with drivers, terminals, and internal teams to resolve discrepancies and support timely invoicing.

Qualifications

• 2+ years of experience in customer support, logistics, transportation, freight, dispatch, or account coordination.

• Experience supporting customers in a fast-paced operational environment preferred.

• Strong written and verbal communication skills.

• Excellent organizational skills and attention to detail.

• Ability to manage multiple priorities and follow through on open issues.

• Strong problem-solving skills and sound judgment.

• Comfortable communicating with drivers, carriers, customers, and internal stakeholders.

• Proficiency with Microsoft Office, Google Workspace, and/or transportation management systems.

• Ability to remain calm, professional, and solutions-oriented under pressure.

• Experience in drayage, trucking, freight, transportation, or logistics.

• Experience supporting large enterprise or industrial customers.

• Familiarity with shipment tracking, appointment scheduling, PODs, accessorials, and transportation documentation.

• Experience working with a TMS or other logistics technology platform.

• Benefits & Perks

• Medical, dental, and vision coverage with multiple plan options, including HSA-eligible plans

• Company-paid life insurance and short- and long-term disability coverage

• Flexible spending accounts and dependent care savings options

• Employee Assistance Program with confidential counseling, legal, and financial resources

• Wellness programs and benefit advocacy support