Cargomatic

Customer Support

• Serve as a primary day-to-day contact for shipment status, scheduling, service issues, and operational questions
• Respond to customer inquiries through phone, email, and other communication channels
• Provide timely updates on shipment status, delays, appointment changes, and exceptions
• Build relationships with client stakeholders and internal Cargomatic teams
• Proactively communicate potential issues before customer impact
• Monitor shipments throughout the transportation lifecycle
• Coordinate pickup and delivery appointments, changes, and special requirements
• Track shipment activity and follow up with drivers, carriers, and operations teams
• Maintain accurate shipment information, notes, and customer requirements in company systems
• Monitor open orders and follow through on outstanding actions
• Identify and resolve shipment exceptions, 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 internal teams
• Work with drivers and terminal personnel to execute daily operational activities and resolve issues
• Investigate service failures and identify recurring issues and improvement opportunities
• Document customer issues, actions taken, and resolutions
• Assist with proof of delivery, shipment documentation, and customer requirements
• Review shipment information for accuracy and identify discrepancies
• Support reporting and customer-specific tracking requirements
• Maintain accurate records and complete follow-up items within established timelines
• Assist with customer account and operational projects
• Maintain complete, current, and properly documented operational and transaction data
• Ensure billing information is accurate and timely, resolving discrepancies to support invoicing

Customer Support Specialist