Domestic Inbound Customer Service

Scope of Position:  The Inbound Domestic Customer Service Agent is responsible for coordinating and monitoring domestic freight shipments from origin through final delivery. This role serves as the primary point of contact for customers, internal offices, and service providers, ensuring on-time delivery, accurate shipment tracking, proactive communication, and exceptional customer service throughout the transportation process.

Position Schedule: 

• Sunday-Thursday

• 8:00 AM-5:00 PM

• Occasional overtime may be required to meet operational demands

Major Duties and Responsibilities:  

• Tasks and Duties 

• Coordinate and monitor domestic shipments from pickup through final delivery

• Provide shipment status updates and proactively communicate delays or service issues

• Track and trace shipments to ensure service commitments and KPIs are met

• Work with carriers, service providers, and Expeditors offices to resolve exceptions

• Ensure customer Standard Operating Procedures (SOPs) are followed

• Escalate service failures and shipment issues when necessary

• Review shipment documentation for accuracy and completeness

• Support onboarding of new customers and implementation of SOP update

• Answer customer inquiries via phone and email in a professional and timely manner

• Develop strong relationships with customers through consistent communication and problem resolution

• Anticipate customer needs and provide proactive shipment updates

Successful candidates typically demonstrate:

• Strong sense of urgency

• Attention to detail

• Ability to multitask in a fast-paced environment

• Customer-first mindset

• Problem-solving and critical thinking skills

• Dependability and accountability