Customer Specialist

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  5. Customer Specialist
  • Full Time
  • Augusta, ME
  • Applications have closed

Ascent Global Logistics

Purpose:  A Customer Specialist is charged with providing customer support & overall order management to ensure proper service is provided to the shipper customer. This specialist must possess a strong understanding of the industry, be forward thinking and have the ability to build strong relationships both internally and externally in order to meet pre-established goals.

Responsibilities include the following:

  • Work in concert with all team members, including Capacity Specialist, Operations Specialist, Dedicated Account Leaders and the sales group to support the office’s initiatives
  • Strengthen customer relationships to meet current business needs
  • Monitor active orders to ensure appropriate service is provided
  • Identify shipments that are not meeting shipper customer’s requirements and communicate those exceptions to the appropriate internal and external stakeholders
  • Support the office’s goals by having a strong, operational understanding of the shipper customer’s requirements
  • Demonstrate excellent knowledge of customer onboarding & invoicing processes
  • Foster a safe operating environment by having a strong understanding of DOT regulations, including Hours of Service (HOS)
  • Provide customer support by addressing inquiries received by email or phone in a timely, courteous, and professional manner
  • Resolve customer issues and recommend corrective and preventative actions to improve service to all stakeholders
  • Participate in proactive team efforts, including extensive cross-training, to achieve office’s revenue, gross margin & overall production goals
  • Provide customized reporting to shipper customers when requested
  • Recommend, develops and enhances operational procedures in order to improve internal processes and customer service
  • Assist with developing and updating shipper customer’s standard operating procedure (SOP)
  • Participates in proactive team efforts, including extensive cross-training, to achieve office’s revenue, gross margin & overall production goals

Receives guidance with respect to overall objectives; work with operations and within company and department policies and guidelines using independent judgment to achieve assigned objectives.

Qualifications and Requirements:  The qualifications and requirements listed below are representative of the minimum knowledge, skill and/or ability required to perform the essential functions of this position satisfactorily.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Technical Skills

Computer / Phone Skills

  • Microsoft Office (Excel, Word, Access, PowerPoint) and Email
  • Internal TMS Software
  • Internal Phone System

Presentation/Communication Skills

  • Ability to effectively present and communicate with other team members and customers

Transportation Skills

  • Knowledge of domestic modes of transportation
  • Knowledge of customer contracts and tariffs (accessorials).
  • Knowledge of freight classes
  • Knowledge of freight bill processing
  • Experience in brokerage, forwarding, and/or carrier operations


High school diploma or general education degree (GED); or related experience and/or training or equivalent combination of education and experience.

Other/Additional Job Elements

Include any additional information specific to this position that is not represented elsewhere in this job description (i.e. special requirements, working conditions, non-standard work schedule, etc.).

  • Knowledge of company policies
  • Ability to work in a team environment
  • Ability to complete special projects as assigned
  • Provide after-hours phone coverage and customer service when required
  • Ability to work flexible shifts