National Customer Service Specialist at STG Express in Dublin, OH

Job description

• STG Logistics (“STG”) is a premier provider of managed and extended port to door outsource services. With a nationwide network of drayage and intermodal operations, bonded CFS facilities, and warehouse fulfillment locations integrated with the best people and premium technology, STG delivers holistic solutions to its customer’s supply chain.
• Our People Are Difference. At STG, we invest in our people, so they are highly trained, tech-savvy, and customer centric to deliver the best service in the logistics industry.
• As a National Customer Service Specialist in our Transportation Customer Service division, you will play a pivotal role in managing a dedicated portfolio of customers, ensuring order fulfillment excellence, proactively resolving escalated service issues, and championing long-term customer success. You will own the primary point of contact for customers, delivering best-in-class communication and service with a proactive, customer-first mindset that ensures every interaction is handled with care, clarity, and efficiency.

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.
• STG Logistics reserves the right to change duties, responsibilities, and activities at any time with or without notice.

Requirements

• High school diploma.
• 2 years of transportation, operations, customer service, retail experience preferred but not required.
• Experience in customer-facing positions 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.

Skills

Required

• Interpersonal skills
• Communication
• Initiative
• Problem-solving
• Flexibility
• TMS systems
• Web portal
• Internal systems