National Customer Service Specialist (3:00PM EST - 11:00PM EST)

STG Logistics; Dublin (OH); On-site; USD 42,000 - 65,000; Full time

Job summary

STG Logistics in Dublin, OH is seeking a National Customer Service Specialist to manage a dedicated portfolio of customers, coordinate orders, track shipments, and resolve service issues with a proactive, clear and courteous approach.

You will serve as the primary contact, communicating via phone, email, and portal, while identifying opportunities to optimize routes, explain charges, and reinforce long-term partnerships through professional service.

Qualifications

• High school diploma required.
• 2 years of transportation, operations, or customer service experience preferred.
• Experience in customer-facing roles is highly desirable.
• Strong interpersonal and relationship-building skills.
• Ability to learn multiple TMS systems quickly.

Responsibilities

• Review incoming orders, verify shipment details, and ensure pickup and delivery timelines meet customer expectations.
• Monitor daily shipment activity, identify delays, and communicate updates to customers.
• Respond to service disruptions by investigating root causes and coordinating with operations.
• Manage requests for changes to shipments while balancing customer needs and feasibility.
• Communicate with customers via phone, email, and web portal to provide updates and resolve inquiries.
• Analyze shipment details to identify opportunities for maximizing revenue per load and proactive charges.
• Provide timely communication regarding additional accessorial charges during the order life cycle.
• Log customer interactions and resolutions to support reporting.
• Track and capture customer award volumes to reinforce contractual compliance and partnerships.

Skills

Customer service

Communication

Problem solving

TMS software

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.

STG Logistics reserves the right to change duties, responsibilities, and activities at any time with or without notice.

Schedule:

What You’ll Bring:

• High school diploma.
• 2 years of transportation, operations, customer service, retail experience preferred but not required.
• Experience in customer-facing positions 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.

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.