Company Description
We are a US-based logistics technology company helping businesses manage freight transportation more efficiently. Our teams in the US and Vietnam work closely together to serve customers across the US.
Role Description
- When a US customer calls with a shipment issue, they need more than someone who can answer the phone. They need someone who understands the situation, knows what to do next, and takes ownership until it's resolved.
- We're looking for a Senior Customer Support Specialist to work directly with US customers in a fast-paced logistics environment. This is a night-shift position, working primarily with US business hours.
- You'll handle customer requests, solve operational issues, manage escalations, and work closely with our US managers and Account Managers to keep customers and teams aligned.
Key Responsibilities
- Communicate directly with US customers via phone, email, Slack, WhatsApp, and other channels; handle requests related to quotes, bookings, tracking, deliveries, and operational issues.
- Understand customer needs and business context, then coordinate with carriers, drivers, warehouse, and internal teams to resolve issues efficiently.
- Support recurring shipments for key customers based on lanes, schedules, and customer-specific requirements.
- Take ownership of complex or high-priority issues, make decisions independently, and manage escalations through resolution.
- Communicate closely with US managers and Account Managers, providing clear updates and insights on team activities, customer issues, operational risks, and priorities.
- Monitor recurring issues and identify opportunities to improve customer experience and operational processes.
- Mentor junior team members and support them with challenging customer cases.
Qualifications
- Fluent spoken English with the ability to understand native speakers over the phone and respond naturally and confidently without relying on scripts.
- Strong communication, active listening, problem-solving, and critical-thinking skills.
- Able to quickly understand customer needs, business processes, and operational workflows.
- Strong ownership and judgment; able to work independently, make decisions, and handle escalations.
- Strong ability to communicate clearly with both customers and US-based managers, including providing concise updates and explaining issues effectively.
- 3+ years of experience in customer support, customer service, operations, or a related role.
- Experience in logistics, transportation, freight, or other operational environments is a strong plus.
- Experience living or working in an English-speaking environment is highly preferred.
- Willing and able to work regular night shifts aligned with US business hours.
Monthly rate
- Up to $1400 based on experiences and skills.
Contact
- Please send resume to [Confidential Information]
