Customer Service Specialist - Control Tower, SPX Express

3-5 Years

Early Applicant

Job Description

High-Level Issue Resolution: Investigate and resolve complex (L2/L3) tickets regarding missing, delayed, or high-priority shipments with a focus on first-time resolution.
Operational Monitoring: Oversee daily dispatch status and identify potential delivery bottlenecks to proactively mitigate delays.
Cross-Functional Liaison: Act as the primary link between sellers, buyers, and internal logistics partners to resolve multi-party shipment disputes.
Evidence Validation: Conduct rigorous audits of Proof of Delivery (POD) against SOPs to validate delivery claims and resolve disputes fairly.
SLA Management: Ensure all assigned tickets are handled within strict turnaround times (TAT), maintaining the gold standard for SPX service levels.
Reporting & Analytics: Compile weekend performance data and provide voice of the customer insights to the Operational Excellence team to improve long-term processes.

Minimum 3 years of customer service experience, preferably in logistics related field
Proficient in Google Suite (Sheets/Docs) and MS Office
Exceptional conflict resolution skills
Highly disciplined and detail-oriented, with the ability to work autonomously without direct supervision
Good interpersonal and communication skills
Comfortable with a weekend shift schedule