Customer Support Specialist II

About the role

This position supports the Operations team in ensuring timely movement of customer shipments. The role focuses on daily communication, issue management, and building relationships with customers and carriers. Work is performed Monday through Friday during the stated schedule.

Customer success teams keep customers happy after the sale. They onboard new accounts, answer questions, and help users get value from a product. They watch usage signals and step in before customers churn. The role mixes support, training, and account management. Customer success teams are measured on retention, usage, and customer satisfaction. Most companies provide structured onboarding so new team members learn the product deeply first.

Key facts

What you'll do

Real-time performance data guides adjustments that keep pickups and deliveries on schedule.

Customer conversations maintain a consistent, professional tone, even during difficult situations or service failures. Clear updates about problems help customers and carriers understand options and next steps.

On-time pickup and delivery expectations exceed standard targets through proactive coordination. Focused follow-up reduces delays and keeps promises to customers and carriers.

Shipment supervision adapts to shifting requirements from shippers, customers, and carriers. Changes are reflected quickly in tracking and in the handling of each move.

Appointment scheduling happens with shippers and receivers using external websites and communication tools. Confirmed times are entered into the system so carriers and customers stay informed.

Load status updates in the system record milestones such as loaded pick-up, delivery, empty, and similar events. Accurate records help operations teams track progress and respond to questions.

Direct collaboration with Logistics Teams resolves shipment issues and supports problem-solving. Partners work together to clear obstacles and keep freight in motion.

Carrier contacts receive calls to check load-tender status. Continuous monitoring tracks shipments for timeliness across pickup, transit, delivery, and empty moves.

Communication with customers and carriers covers detention and other accessorial details. Accurate notes ensure that billing and scheduling reflect what actually occurred.

An understanding of customer business practices and workflows develops through regular interaction. Better knowledge supports smoother operations and fewer disruptions.

Requirements

A high school diploma or GED equivalent is required for this role. At least 1 year of customer service experience is required to handle complex inquiries.

Basic proficiency with Google Workspace or Microsoft Office Suite is required for documentation and communication. Clear and professional oral and written communication skills, including email etiquette, are required.

Nice to have

A college degree is preferred for deeper understanding of logistics concepts. Knowledge of the freight industry is preferred to better relate to carriers and customers.

At least 1 year of customer service experience within an office work environment is preferred. Advanced proficiency with Google Workspace or Microsoft Office Suite is preferred for higher productivity.

Practical notes

This role is based on-site in Little Rock, Arkansas, with no immigration sponsorship or transfer available. The schedule runs Monday through Friday, 4am to 1pm. Typical interview steps

Customer success interviews usually include a support scenario, a communication exercise, and behavioral questions. Candidates may be asked to handle an upset customer or plan an onboarding call. Some loops test product knowledge. Empathy and clear writing are the core skills. Interviewers often ask how you would bring an unhappy account back on track. Structure your answer around listening, a plan, and follow up.

Good to know

Customer support roles in logistics rely on clear communication and accurate tracking information. Common tools include Transportation Management Systems, email, calendars, and scheduling platforms. Strong attention to detail helps prevent errors and supports smooth operations. Success in this role depends on professionalism, follow-through, and collaboration with logistics partners.