Senior Secondary Logistics Negotiator

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

Job summary

HONK is seeking a Sr. Secondary Logistics Agent to lead the senior support tier for vehicle releases and secondary tow operations.

You will take escalations, negotiate with tow providers, and own each job until completion, ensuring accurate release documentation and real-time visibility for clients. This hands-on role requires strong communication, effective negotiation within approved limits, and proficiency with Zendesk, Slack, Five9, Verint, and Google Workspace.

Qualifications

• Experience as Logistics Coordinator, Agent, or similar vehicle release/dispatch role.
• Solid command of secondary processes: release events, lot calls, release task boards, rate approvals.
• Experience resolving complex or stuck jobs with minimal supervision.
• Experience handling escalations in a customer-service environment.
• Proven negotiation skills with tow providers/lots within approved limits.
• Strong documentation accuracy and organizational skills.
• Calm, decisive under pressure with good judgment for escalation.

Responsibilities

• Provide real-time support to team members handling escalations from frontline support.
• Own escalated calls, chats, and tasks until completion.
• Act 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 as needed.
• Manage active-job emails in Zendesk and maintain accurate release movement records.
• Prioritize actionable jobs to manage backlog, downtime, and storage costs for clients.
• Collaborate with team members to support overall team goals and pilots/special projects.
• Identify recurring issues and advise leadership for coaching and SOP updates.
• Model documentation standards and customer-first approach for frontline agents.

Skills

Logistics coordination

Escalation management

Communication

Negotiation

Attention to detail

Tools

Zendesk

Slack

Five9

Verint

Google Workspace

Job description

HONK is seeking a Sr. Secondary Logistics Agent to lead the senior support tier for vehicle releases and secondary tow operations.

You will take escalations, negotiate with tow providers, and own each job until completion, ensuring accurate release documentation and real-time visibility for clients. This hands-on role requires strong communication, effective negotiation within approved limits, and proficiency with Zendesk, Slack, Five9, Verint, and Google Workspace.