Customer Service Representative (logistics)

Transportation Support Specialist

Location: Tempe, AZ

Pay Rate: $21.00/hour

Contract Duration: 4-month contract with high potential for full-time conversion

Start Date: TBD

Work Schedule:

Must be open to any 5-day schedule, including weekends

Historical shifts: 6:00 AM - 2:30 PM or 8:30 AM - 5:00 PM

Team operates 7 days/week

Mandatory overtime during Peak Season (Oct-Dec): Up to 60 hours/week

Must be available to work holidays

Position Overview

As a Transportation Support Specialist, you will serve as a Remote Gate Agent, supporting thousands of drivers nationwide via two-way audio/video communication. You'll verify truck specifications, coordinate arrival and departure logistics, and ensure smooth operations across the fulfillment network.

This role is 100% on-site and requires exceptional attention to detail, urgency, and technical proficiency. You'll handle approximately 200 driver interactions per day, making clear and professional communication essential.

Key Responsibilities

Verify truck and shipment details via live audio/video feeds

Coordinate driver check-ins, loading/unloading, and departures

Communicate updates to internal teams and external partners

Follow SOPs and escalate issues as needed

Support gate operations to free up on-site associates for other tasks

Maintain accurate records and transaction logs

Qualifications

1+ year of high-volume call center

Strong job tenure and reliability

Ability to follow SOPs and solve problems independently

Proficiency in Microsoft Excel and keyboard shortcuts

Technically savvy and able to learn quickly

Comfortable working in a fast-paced, high-pressure environment

Performance Expectations & KPIs

Transactions Completed: 22/hour (180-230/day)

Average Handle Time: 120-150 seconds

Bounce Rate: = 8% (handoffs due to incomplete transactions)

System tracks availability, breaks, and productivity metrics

Employee Value Proposition (EVP)

Opportunity to join the world's largest logistics company

High conversion rate to full-time employment

Day-one benefits upon conversion

Up to $5,000 tuition reimbursement for online or college courses

Career advancement support across teams