Customer Support Representative

Job Description Role Overview 

We are seeking Customer Support Executives to support US-based logistics and supply chain operations through professional email and voice communication. This role involves resolving customer queries related to shipments, coordinating with internal teams and external partners, assisting with order and delivery updates, and ensuring a positive experience for customers in a fast-paced, SLA-driven environment. 

You will play a key role in delivering quality service aligned with client expectations and operational goals. 

Key Responsibilities 

Customer Interaction & Support 

• Manage inbound and outbound customer communications via email and phone, representing the company with professionalism and urgency. 

• Respond to shipment queries, including tracking status, delivery exceptions, delays, and proof of delivery. 

• Provide detailed explanations to customers, ensuring they have completed accurate information.  

• Remain calm and solution-oriented when dealing with irate or escalated customer issues.  

Shipment & Order Coordination 

• Monitor shipment progress and provide status updates to customers and internal stakeholders.  

• Coordinate with carriers, warehouses, drivers, freight partners, and internal operations teams to resolve delivery challenges. 

• Assist with escalation procedures for urgent or critical shipments to ensure timely handling. 

Documentation & System Management 

• Maintain accurate records of all customer interactions, shipment updates, and correspondence in the CRM or ticketing system. 

• Ensure data integrity when updating order status, delivery attempts, shipment notes, and case history. 

Process Compliance & SLA Adherence 

• Follow service level agreements (SLAs) and operational procedures to ensure consistent, measurable performance. 

• Escalate unresolved issues promptly, following defined escalation paths. 

• Adhere to logistics compliance standards, documentation guidelines, and quality metrics. 

Problem Solving & Continuous Improvement 

• Investigate recurring customer issues and support process improvement initiatives.  

• Support team efforts to identify patterns and recommend enhancements to service delivery and response workflows. 

Skills & Requirements 

Communication & Customer Service 

• Exceptional English verbal and written communication skills, with the ability to engage professionally with US-based clients. 

• Strong listening skills, empathy, and patience when handling difficult situations.  

Logistics Knowledge & Technical Skills 

• Basic understanding of logistics operations, shipment tracking, delivery cycles, and supply chain terminology preferred.  

• Comfortable using CRM tools, shipment tracking systems, and logistics software. 

• Proficiency with Microsoft Office tools, including Excel and Outlook. 

Problem Solving & Multitasking 

• Proven ability to prioritize tasks, manage multiple cases, and work in a fast-paced operations environment. 

• Strong analytical mindset to identify root causes and provide timely solutions. 

Operational & Interpersonal Skills 

• Willingness to work in US night shifts and rotational schedules. 

• Team player with a collaborative attitude and respect for diverse cultural norms.  

• Dependability, accountability, and service-first mindset. 

Preferred Qualifications 

• Experience in logistics, freight forwarding, supply chain support, or international BPO customer service. 

• Familiarity with transportation management systems (TMS) or similar tools is a plus.  

Typing & Performance Expectations 

For candidates with 3–4 years’ experience: 

• Ability to handle simultaneous calls, email responses, and real-time CRM updates efficiently. 
  
  

Practical Skills: Strong email writing skills