Senior Secondary Logistics Lead - Remote

Remote Genie; United States; Remote; USD 25,000 - 28,000; Full time

Job summary

HONK is hiring a Sr. Secondary Logistics Agent to provide senior-level support in our remote-first team. You will manage escalations, coordinate with tow providers and lots, and own each job from start to finish.

In this role, you will negotiate rates within approved limits, track release events, and keep customers informed with real-time updates. The position requires experience in logistics or vehicle release and the ability to manage high-volume requests.

Qualifications

• Experience in logistics coordination or agent roles within vehicle release, towing, dispatch, or contact center environments.
• Strong understanding of secondary processes: release events, lot calls, release task boards, rate approvals.

Responsibilities

• Provide real-time support for escalations from frontline team.
• Handle escalated calls, chats, and tasks; own each escalation to completion.
• Serve as escalation point for customers, program managers, tow providers, lots and adjusters on secondary jobs.
• Negotiate tow and release rates within approved limits; escalate exceptions when needed.
• Manage active-job emails in Zendesk; ensure timely responses and updates.
• Maintain release events and vehicle movement records for client visibility.
• Prioritize jobs to manage backlog, reduce downtime, and control storage costs.

Skills

Logistics coordination

Escalation management

Customer service

Negotiation

Tools

Zendesk

Slack

Five9

Verint

Google Workspace

Job description

HONK is hiring a Sr. Secondary Logistics Agent to provide senior-level support in our remote-first team. You will manage escalations, coordinate with tow providers and lots, and own each job from start to finish.

In this role, you will negotiate rates within approved limits, track release events, and keep customers informed with real-time updates. The position requires experience in logistics or vehicle release and the ability to manage high-volume requests.