Customer Service Representative – Logistics Support (US Hours)

About the role

The Customer Service Representative – Logistics Support will provide front‑line assistance to clients, brokers, shippers and carriers, primarily based in the United States. Working night shifts from Pakistan, the role focuses on handling inbound calls and emails, resolving issues promptly, and maintaining strong relationships through clear communication.

Key responsibilities

• Answer inbound customer inquiries via phone and email, delivering accurate information.
• Resolve customer issues efficiently while ensuring satisfaction and long‑term loyalty.
• Document all interactions in the CRM system with precise data entry.
• Manage multichannel support, coordinating with brokers, shippers and carriers.
• Escalate complex complaints to relevant departments and follow up until resolution.
• Monitor service quality and contribute to continuous improvement initiatives.
• Handle multiple calls and requests simultaneously, demonstrating strong multitasking.

Required profile

• Excellent spoken and written English.
• Ability to work US business hours from Pakistan, including night shifts.
• High attention to detail, reliability and punctuality.
• Strong problem‑solving skills and professionalism in difficult conversations.
• Familiarity with trucking, logistics, freight or dispatch is a plus.

Required skills

• Proficiency with CRM software.
• Experience using email platforms.
• Advanced knowledge of Microsoft Excel or Google Sheets.
• Comfort with various communication software tools.