Afterhours Customer Support Representative
About the role
Company Overview:
At Oakroad Logistics, we're all about delivering exceptional customer service that goes the extra mile – whether you're a seasoned business or an up-and-coming entrepreneur. With a wealth of experience from top transport companies, our team is on a mission to revolutionize logistics with tailored, efficient solutions that make your life easier. We don't just offer services – we build real, lasting relationships with our clients, ensuring everything we do is perfectly aligned with your needs and goals. Come join us and let’s drive success together! 🚀
Position Overview:
We are seeking a proactive and detail-oriented Afterhours Customer Support Representative
to join our team. This role is responsible for providing after-hours support to our clients and carriers, with a primary focus on tracking and tracing shipments
, resolving delivery issues, and ensuring seamless communication across all parties.
You’ll be the first point of contact for overnight inquiries and play a key role in keeping our operations running smoothly while the rest of the world sleeps.
Key Responsibilities:
- Monitor and track shipments in real-time using TMS and carrier systems.
- Proactively update customers on shipment status, delays, or exceptions.
- Respond to inbound emails and phone calls from clients, drivers, and internal teams.
- Investigate and resolve delivery issues, coordinating with drivers, dispatch, and warehouses as needed.
- Escalate urgent issues to appropriate teams and document incidents thoroughly.
- Maintain accurate and up-to-date records of all interactions in CRM and tracking systems.
- Support on-call operations and ensure a smooth hand-off to day teams.
- Identify recurring issues and provide feedback to improve processes and service.
Qualifications:
- 1–2 years of experience in customer service, logistics, or transportation (preferred).
- Strong understanding of tracking and tracing within a supply chain environment.
- Comfortable working overnight hours independently with minimal supervision.
- Excellent written and verbal communication skills.
- Strong attention to detail and problem-solving ability.
- Proficient in logistics platforms (e.g., TMS, GPS tracking tools, CRM).
- Ability to stay calm under pressure and manage multiple priorities simultaneously.
About Oakroad Logistics
At Oakroad, we are not your typical transport company. We take pride in serving both major customers and young entrepreneurs embarking on their business journey. Our team has a background working for large transport companies, and we've witnessed struggles of overworked and underpaid customer service representatives. This inspired us to create Oakroad, a company dedicated to challenging the norm and providing exceptional customer service. Our mission was clear: we wanted to build something that would be an extension of our customers, akin to a small boutique that is efficient, fast-acting, and personalized. We believe in forming genuine connections with our clients, understanding their unique needs and challenges. By getting to know you, your team, and your business, we can tailor our services to fit your requirements perfectly.
When you choose Oakroad, you're not just hiring a logistics partner. You're gaining a dedicated team that will go the extra mile to ensure your shipments are well handled. We are excited to embark on this journey together and look forward to the opportunity to serve you. Let's build a relationship that extends beyond business transactions and makes your logistics experience truly exceptional.
Afterhours Customer Support Representative
About the role
Company Overview:
At Oakroad Logistics, we're all about delivering exceptional customer service that goes the extra mile – whether you're a seasoned business or an up-and-coming entrepreneur. With a wealth of experience from top transport companies, our team is on a mission to revolutionize logistics with tailored, efficient solutions that make your life easier. We don't just offer services – we build real, lasting relationships with our clients, ensuring everything we do is perfectly aligned with your needs and goals. Come join us and let’s drive success together! 🚀
Position Overview:
We are seeking a proactive and detail-oriented Afterhours Customer Support Representative
to join our team. This role is responsible for providing after-hours support to our clients and carriers, with a primary focus on tracking and tracing shipments
, resolving delivery issues, and ensuring seamless communication across all parties.
You’ll be the first point of contact for overnight inquiries and play a key role in keeping our operations running smoothly while the rest of the world sleeps.
Key Responsibilities:
- Monitor and track shipments in real-time using TMS and carrier systems.
- Proactively update customers on shipment status, delays, or exceptions.
- Respond to inbound emails and phone calls from clients, drivers, and internal teams.
- Investigate and resolve delivery issues, coordinating with drivers, dispatch, and warehouses as needed.
- Escalate urgent issues to appropriate teams and document incidents thoroughly.
- Maintain accurate and up-to-date records of all interactions in CRM and tracking systems.
- Support on-call operations and ensure a smooth hand-off to day teams.
- Identify recurring issues and provide feedback to improve processes and service.
Qualifications:
- 1–2 years of experience in customer service, logistics, or transportation (preferred).
- Strong understanding of tracking and tracing within a supply chain environment.
- Comfortable working overnight hours independently with minimal supervision.
- Excellent written and verbal communication skills.
- Strong attention to detail and problem-solving ability.
- Proficient in logistics platforms (e.g., TMS, GPS tracking tools, CRM).
- Ability to stay calm under pressure and manage multiple priorities simultaneously.
About Oakroad Logistics
At Oakroad, we are not your typical transport company. We take pride in serving both major customers and young entrepreneurs embarking on their business journey. Our team has a background working for large transport companies, and we've witnessed struggles of overworked and underpaid customer service representatives. This inspired us to create Oakroad, a company dedicated to challenging the norm and providing exceptional customer service. Our mission was clear: we wanted to build something that would be an extension of our customers, akin to a small boutique that is efficient, fast-acting, and personalized. We believe in forming genuine connections with our clients, understanding their unique needs and challenges. By getting to know you, your team, and your business, we can tailor our services to fit your requirements perfectly.
When you choose Oakroad, you're not just hiring a logistics partner. You're gaining a dedicated team that will go the extra mile to ensure your shipments are well handled. We are excited to embark on this journey together and look forward to the opportunity to serve you. Let's build a relationship that extends beyond business transactions and makes your logistics experience truly exceptional.