Domestic Inbound Customer Service

Job description

Scope of Position

The Inbound Domestic Customer Service Agent is responsible for coordinating and monitoring domestic freight shipments from origin through final delivery. This role serves as the primary point of contact for customers, internal offices, and service providers, ensuring on-time delivery, accurate shipment tracking, proactive communication, and exceptional customer service throughout the transportation process.

Position Schedule

Sunday-Thursday 8:00 AM-5:00 PM Occasional overtime may be required to meet operational demands Major Duties and Responsibilities: Tasks and Duties

• Coordinate and monitor domestic shipments from pickup through final delivery
• Provide shipment status updates and proactively communicate delays or service issues
• Track and trace shipments to ensure service commitments and KPIs are met
• Work with carriers, service providers, and Expeditors offices to resolve exceptions
• Ensure customer Standard Operating Procedures (SOPs) are followed
• Escalate service failures and shipment issues when necessary
• Review shipment documentation for accuracy and completeness
• Support onboarding of new customers and implementation of SOP update
• Answer customer inquiries via phone and email in a professional and timely manner
• Develop strong relationships with customers through consistent communication and problem resolution Anticipate customer needs and provide proactive shipment updates Successful candidates typically demonstrate: Strong sense of urgency Attention to detail
• Ability to multitask in a fast-paced environment Customer-first mindset Problem-solving and critical thinking skills Dependability and accountability

Qualifications

Minimum Qualifications

• High School Degree or equivalent required Successful candidates must pass a background check
• Must be legally authorized to work in the United States
• Must not require future sponsorship for employment visa Fluent in English, both written and verbal
• Must have the ability to work overtime in support of the department’s needs
• Must be able to commute to the city of Hawthorne, CA Comfortable with numbers and basic mathematical skills Comfortable working in a professional business environment, Desired Qualifications: Associates or Undergraduate Degree Preferred Good computer skills (Word, Excel, and familiarity with PowerPoint)
• Ability to multi-task and prioritize throughout the workday while remaining focused and organized
• Demonstrated ability to be proactive in thought and action
• Strong organizational skills Analytical with a strong attention to detail Effective interpersonal skills, including proven ability to listen, comprehend, effectively communicate clearly and concisely to obtain positive results
• Ability to work independently and in a collaborative team environment Willing to pitch in and help on last minute projects or assist team members
• Excellent written, verbal, and interpersonal communication skills Has a demonstrated strong work ethic, and reliability Experience working in a fast-paced, metrics-driven environment