After-Hours Logistics Customer Support Specialist

Crossroads Courier, Inc.; St. Louis (MO); On-site; USD 33,000 - 34,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) match

Tuition reimbursement

Paid time off

Job summary

Crossroads Courier, Inc. is seeking a dependable Customer Support Specialist to deliver exceptional service outside of standard business hours.

You’ll be the first point of contact for our customers—resolving issues in real time, entering and tracking shipments accurately, and keeping customers informed every step of the way. Based in Saint Louis onsite, the role requires a fast-paced, detail-oriented approach and a willingness to assist with deliveries when needed.

Qualifications

• High school diploma or GED with 2+ years of customer service experience.
• Strong organizational skills with the ability to prioritize and multitask.
• Excellent written and verbal communication skills with a professional, courteous demeanor.
• Analytical, solution-oriented mindset with the ability to think quickly under pressure.
• Proficiency in Microsoft Office (Excel, Outlook, Teams, SharePoint) and comfort learning new systems.
• Willingness to work overtime and flexible hours as operational needs require.
• Valid driver’s license with a clean driving record and willingness to assist with deliveries when needed.

Responsibilities

• Deliver a world-class customer experience on every call and email by following approved scripts, tone, and etiquette standards.
• Resolve customer issues on first contact whenever possible (locating packages, providing ETAs, addressing service issues, and upholding service guarantees).
• Communicate real-time shipment updates, delays, and exceptions to customers and partners.
• Accurately book, enter, and track shipments, including flights, agents, and delivery status.
• Ensure all routed and scheduled jobs are correctly assigned to drivers.
• Flag and manage critical or time-sensitive shipments according to SOPs.
• Own assigned shared Outlook inboxes: acknowledge, triage, respond, and close out inquiries.
• Update CRM and dispatch systems in real time; log customer issues and keep contacts current.
• Manage customer portals and daily ASNs (upload Excel files, update orders, alerts, and statuses).
• Handle shipment and compliance documentation (BOLs, manifests, air bills, TSA documents).
• Support CXT customer account tasks, including creating internet users and updating contact information.
• Produce and distribute customer reports (volume reports, scan reports) and complete end-of-shift reporting.
• Collaborate cross-functionally to ensure seamless operations after hours.
• Escalate complex issues, high-value shipments, or client concerns to supervisors as needed.
• Provide support to other departments to keep operations running smoothly.
• Perform additional duties aligned with the role as assigned.

Skills

Customer service

Communication

Multitasking

Time management

Problem solving

Overtime flexibility

Driver's license

Education

High school diploma or GED

Tools

Microsoft Office

Excel

Outlook

Teams

SharePoint

Job description

Crossroads Courier, Inc. is seeking a dependable Customer Support Specialist to deliver exceptional service outside of standard business hours.

You’ll be the first point of contact for our customers—resolving issues in real time, entering and tracking shipments accurately, and keeping customers informed every step of the way. Based in Saint Louis onsite, the role requires a fast-paced, detail-oriented approach and a willingness to assist with deliveries when needed.