National Customer Service Specialist

STG Logistics; Dublin (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

STG Logistics is seeking a National Customer Service Specialist in our Transportation Customer Service division to manage a dedicated portfolio of customers, ensure order fulfillment excellence, and resolve escalated issues with a proactive, customer-first mindset.

You will own the primary point of contact for customers, delivering clear communication and service with accuracy, collaborating with operations to maximize value and maintain detailed records of interactions and resolutions.

Qualifications

• High school diploma and customer service experience.
• Experience in a customer-facing role is desirable.
• Ability to learn multiple TMS platforms quickly.
• Strong communication tailored to diverse audiences.
• Flexible schedule to meet business demands.

Responsibilities

• Coordinate orders, verify shipment details, and ensure on-time pickups/deliveries.
• Track shipments daily and proactively communicate delays to customers.
• Respond to disruptions by investigating causes and coordinating with operations.
• Handle shipment changes (reroutes, expedited delivery) balancing needs and feasibility.
• Provide customer support via phone, email, and portal with professionalism.
• Analyze details to identify opportunities for revenue optimization.
• Explain any additional accessorial charges during the order lifecycle.
• Log interactions and resolutions to maintain clear documentation.
• Track award volumes and reinforce contractual compliance.

Skills

Interpersonal skills

Customer service

Communication

Problem solving

Time management

Adaptability

Education

High school diploma

Tools

TMS systems

Job description

Who We Are:

Our People Are Difference. At STG, we invest in our people, so they are highly trained, tech-savvy, and customer centric to deliver the best service in the logistics industry.

Summary:

As a National Customer Service Specialist in our Transportation Customer Service division, you will play a pivotal role in managing a dedicated portfolio of customers, ensuring order fulfillment excellence, proactively resolving escalated service issues, and championing long-term customer success. You will own the primary point of contact for customers, delivering best-in-class communication and service with a proactive, customer-first mindset that ensures every interaction is handled with care, clarity, and efficiency.

What You'll Do:

• Order Coordination: Review incoming orders, verify shipment details, and ensure pickup and delivery timelines meet customer expectations.
• Shipment Tracking: Monitor daily shipment activity using internal systems; identify potential delays and communicate updates to customers proactively.
• Issue Handling: Respond to service disruptions by investigating root causes, coordinating with operations, and provide timely solutions to customers.
• Service Adjustments: Manage requests for changes to shipments (e.g., reroutes, expedited delivery) while balancing customer needs and operational feasibility.
• Customer Support: Communicate with customers via phone, email, and web portal to provide updates, resolve concerns, and answer inquiries with professionalism and empathy.
• Revenue Optimization: Analyze shipment details and customer requirements to identify opportunities for maximizing revenue per load through strategic mode selection, efficient routing, and proactive communication around accessorial charges and service enhancements.
• Charge Clarification: Timely communication to customers regarding processing additional accessorial charges that may occur during the order life cycle.
• Record Keeping: Log customer interactions, service issues, and resolutions accurately to maintain clear documentation and support reporting efforts.
• Award Volume Management: Track and capture customer award volumes accurately, engaging in strategic conversations to reinforce contractual compliance, align expectations, and strengthen long-term partnerships.

What You'll Bring:

• High school diploma.
• 2 years of transportation, operations, customer service, retail experience preferred but not required.
• Experience in customer-facing position is highly desirable.
• Strong interpersonal skills to quickly foster strong long-term relationships, internal and external.
• Ability to quickly master new software use (variety of TMS systems will be used).
• Proven initiative in leading cross-functional efficiency enhancements.
• Skilled in clear and persuasive communication tailored to varied audiences.
• Able to assess complex situations and recommend actionable solutions.
• Flexible working schedule based off business demands.

WORK ENVIRONMENT

The work environment characteristics described here represent those an employee encounter while performing this job's essential functions. Reasonable accommodations may enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.

STG Logistics is an equal-opportunity employer. STG considers all qualified applicants and employees for hiring, placement, and advancement without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status. We invite you to join our diverse & growing team.