Customer Transportation Specialist

Job Title: Customer Transportation Specialist

FLSA Status: Exempt

Reports To: Director of Procurement

POSITION SUMMARY: The Customer Transportation Specialist serves as the primary point of contact for resolving customer issues related to parcel and transportation activities. This role requires a strong analytical mindset and attention to detail to ensure timely resolution of freight claims, accurate billing, and a seamless customer experience from carrier quoting through invoicing. The ideal candidate is proactive, highly organized, and passionate about problem-solving in a fast-paced logistics environment.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Investigate and resolve customer issues related to parcel and transportation through root cause analysis and problem-solving.
• Collaborates with carriers and internal departments to ensure timely and effective resolution and creates preventable solutions.
• Serves as the primary contact and responder for ServiceNow tickets and freight claim resolutions.
• Provides timely updates, communicates resolutions clearly, and ensures all claim documentation and follow-up steps are completed accordingly to company standards.
• Audits carrier invoices to ensure pre-billing accuracy and alignment with customer invoices.
• Acts as the departmental subject matter expert (SME) for the customer journey owning the end-to-end process from carrier quoting to invoicing.
• Prepares, prints, and distributes return or reship labels related to shipping discrepancies.
• Collaborates cross-functionally with internal teams to identify process improvements and enhance service quality.
• Identifies trends, reoccurring issues in transportation data or customer feedback. Recommends and helps implement process enhancements that reduce errors, improve turnover times, and strengthen the customer experience.
• Supports management and team initiatives by taking on special projects or additional responsibilities as needed, contributing to the overall success of the department.

 

“THE PERSON” | MINIMUM REQUIREMENTS

• Bachelor’s degree preferred; or equivalent combination of education and experience.
• 3+ years of relevant experience in transportation, logistics, or a customer-facing role.
• Ability to work on-site at company headquarters in Overland Park, KS, four days per week.
• Advanced proficiency in Microsoft Excel, including creating and managing complex spreadsheets.
• Exceptional organizational skills with the ability to manage multiple priorities and deadlines.

 

KEY ATTRIBUTES:

• Proactive self-starter with curiosity to identify and solve problems
• Effective communicator that can have difficult conversations with both internal and external stakeholders.
• Highly organized multitasker that thrives in managing competing priorities with accuracy and composure.
• Customer focused mindset 0 consistently seeks to improve customer experience through operational excellence.

 

PHYSICAL OR MENTAL DEMANDS:

While performing the duties of this position the employee is regularly required to see, hear, talk, write, read, stand, walk, bend over, and be alert at all times. The employee is frequently required to use hands to type, handle or feel and reach with hands and arms. While infrequent, employee may need to visit warehouse locations in which employee may need to lift, push, and pull up to 20 pounds. The employee is occasionally required to sit, climb, balance, drive (vehicle), stoop, kneel, crouch and/or crawl.