National Transportation Customer Service Specialist

STG Express; Dublin (OH); On-site; USD 25,000 - 41,000; Full time

Job summary

STG Logistics in Dublin, OH 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 proactively resolve escalated service issues with a clear, customer-first approach.

You will serve as the primary contact for customers, delivering best-in-class communication and service while coordinating orders, tracking shipments, and collaborating with operations to optimize routes

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Interpersonal skills

TMS systems

Cross-functional leadership

Communication

Problem solving

Adaptability

Education

High school diploma

Job description

STG Logistics in Dublin, OH 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 proactively resolve escalated service issues with a clear, customer-first approach.

You will serve as the primary contact for customers, delivering best-in-class communication and service while coordinating orders, tracking shipments, and collaborating with operations to optimize routes