Overnight Customer Support Specialist

Crossroads Courier, Inc.; St. Louis (MO); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with company match

Tuition reimbursement and professional

Job summary

Crossroads Courier, Inc. is seeking a dependable Afterhours Customer Support Specialist in Saint Louis to deliver exceptional service outside standard hours. You will be the first contact for customers, resolve issues in real time, and ensure accurate shipment tracking and updates.

Responsibilities include booking and tracking shipments, updating CRM systems, and creating daily reports. Requires 2+ years of customer service, strong communication, and willingness to work overtime.

Qualifications

• 2+ years of customer service experience in fast-paced environments.
• Strong organizational skills and ability to prioritize tasks.
• Excellent written and verbal communication with professional demeanor.
• Analytical and solution-oriented, works well under pressure.
• Proficiency in Microsoft Office and comfort learning new systems.

Responsibilities

• Deliver world-class customer experience via calls and emails following scripts and etiquette.
• Resolve issues on first contact when possible, provide ETAs and updates.
• Book, enter, and track shipments; ensure accurate routing to drivers.
• Update CRM and dispatch systems in real time; log issues and statuses.

Skills

Customer service

Time management

Communication

Multitasking

Problem solving

Education

High school diploma or GED

Tools

Outlook

Excel

Teams/SharePoint

Job description

Saint Louis, United States | Posted on 08/11/2026

Crossroads Courier is a privately held, nationwide company,based in St. Louis, that provides time-critical, ground and air courierservices to a wide spectrum of local and national companies. The company is acustomer-service driven organization that focuses on quality service for itsclients and provides a positive workplace that encourages individual growth andprofessional development for employees and contractors.

Crossroads Courier, Inc. is an equal opportunity employerand equal opportunity provider for independent contractor positions. We do notdiscriminate on the basis of race, color, religion, marital status, age,national origin, ancestry, physical or mental disability, pregnancy, geneticinformation, gender, veteran status, or any other status protected underapplicable federal, state or local law.

Job Description

Location: Crossroads Courier St. Louis Office (Fully Onsite)

Schedule:Monday-Wednesday 11PM - 7AM and Saturday - Sunday 6PM-2AM

Pay: $25 to $30/hr

About the Role

We’re looking for a dependable, detail-oriented Afterhours Customer Support Specialist to deliver exceptional service outside of standard business hours. In this role, 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.

If you thrive in a fast-paced, time-sensitive environment and enjoy solving problems while providing a world-class customer experience, this role is for you.

What You’ll Do

Customer Support & Communication

• 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.

Order & Shipment Management

• 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.

Inbox, Systems & Documentation

• 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.

What We’re Looking For

Required Qualifications

• High school diploma or GED with 2+ years of customer service experience, preferably in a fast-paced, time-sensitive environment.
• 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.

Preferred Qualifications

• High School Diploma or GED
• Experience in courier, logistics, transportation, or delivery service environments.

Why Join Us?

• Be a critical part of our afterhours operations and customer experience.
• Health, dental, and vision insurance, plus 401(k) with company match.
• Tuition reimbursement and professional development opportunities.
• Generous paid time off: Vacation, sick leave, and holidays.
• A chance to join a company where your ambition and performance are recognized and rewarded.
• A chance to see your work make a real impact… fast!

Crossroads Courier is an Equal Opportunity / Affir