Customer Support

Job Title

Customer Support Specialist (Night Shift)

US Logistics / Trucking Operations

Role Summary

The Customer Support Specialist handles overnight calls, messages, and emails from U.S. customers and carriers, ensuring their loads are tracked, problems are resolved quickly, and updates are clearly communicated. This is an entry‑level role with full training provided and a clear growth path into dispatch, account management, or operations leadership for high performers.

Key Responsibilities

Respond to inbound calls, emails, and chats from shippers, receivers, and drivers regarding loads, ETAs, delays, and basic account questions, following scripts and SOPs.

Proactively provide status updates on shipments (check calls, tracking tools) to keep customers informed and reduce escalations.

Log every interaction accurately in the CRM/TMS (notes, time, issue, resolution) so that day‑shift teams have a complete picture.

Follow clear escalation rules when a shipment is at risk (late pickup/delivery, breakdown, missed appointment) by notifying on‑call dispatch or supervisor.

Coordinate with drivers to confirm location, documents, and appointment times, and communicate any customer‑specific instructions.

Use internal tools (TMS, tracking platforms, email, VOIP) to view load information and provide accurate answers instead of guessing.

Maintain a professional, calm, and solutions‑oriented tone during stressful situations (late loads, upset customers, night emergencies).

Follow all night‑shift checklists and hand‑off procedures to ensure a smooth transition to the morning operations team.

No Experience Required – Training Provided

No prior logistics or call center experience is required; we provide structured training on customer service basics, logistics concepts, and our internal systems.

During the first weeks, you will learn step‑by‑step: U.S. time zones, basic trucking terms, how to handle standard customer scenarios, and how to use our software tools.

Growth & Career Path

High performers can grow into:

Senior Customer Support Specialist (handling more complex accounts and escalations).

Dispatcher / Operations Specialist (planning trucks and loads).

Account Manager / Customer Success for key U.S. logistics clients.

Growth is based on measurable performance: response time, quality of notes, customer feedback, reliability, and ability to handle more complex cases.

Required Skills & Competencies

Must‑have (we will train logistics):

Strong spoken and written English; able to communicate clearly and politely with U.S. customers and drivers.

Ability to work night shift aligned with U.S. time zones (e.g., 9 pm–6 am, Sunday–Thursday, or similar schedule).

Good typing speed and basic computer skills (email, spreadsheets, chat tools).

High attention to detail when entering data and writing notes.

Calm under pressure and able to follow scripts and SOPs exactly, even when customers are stressed or upset.

Nice‑to‑have (not required):

Any prior customer service, call center, or support experience.

Previous exposure to logistics, trucking, delivery, or U.S. clients.

Qualifications

Education: High school diploma or higher. University degree is a plus but not required, consistent with many employers relaxing degree requirements for service roles.

Language: Strong English; additional languages are a plus for working with diverse drivers and partners.

Location: Able to reliably work from office or stable home internet connection during U.S. night hours, depending on company policy for remote/hybrid work.

Schedule & Work Conditions

Fixed night shift aligned with U.S. time zones (e.g., Sunday–Thursday nights, with occasional weekends/holidays as needed by the operation).

Fast‑paced, high‑volume environment with continuous calls/messages and time‑sensitive load issues.

Work with a small night‑shift team plus an on‑call supervisor for escalations.

Performance Metrics (KPIs)

Average response time to customer and driver messages.

First‑contact resolution rate for standard issues (where SOP exists).

Accuracy and completeness of CRM/TMS notes.

Customer satisfaction scores / internal quality audits on calls.

Attendance and punctuality on night shift.

send cv to : northbridgeuk@gmail.com

Deadline: 1st of May