The Role
Provides overnight customer support by resolving shipment issues, communicating updates, booking and tracking deliveries, managing inboxes and customer portals, updating CRM and dispatch systems, preparing reports, and escalating complex concerns. The role also handles shipment documentation, assigns jobs to drivers, supports customer account tasks, and collaborates across departments. Requires strong organization, communication, multitasking, problem-solving, Microsoft Office proficiency, schedule flexibility, and occasional delivery assistance.
Summary Generated by Built In
Location: Crossroads Courier St. Louis Office (Fully Onsite)
Schedule: Monday-Wednesday 11PM - 7AM and Saturday - Sunday 6PM-2AM
Pay: $25 to $30/hr
About the Role
We’re looking for a dependable, detail-oriented Afterhours Customer Support Specialist to deliver exceptional service outside of standard business hours. In this role, you’ll be the first point of contact for our customers— resolving issues in real time, entering and tracking shipments accurately, and keeping customers informed every step of the way.
If you thrive in a fast-paced, time-sensitive environment and enjoy solving problems while providing a world-class customer experience, this role is for you.
What You’ll Do
Customer Support & Communication
- Deliver a world-class customer experience on every call and email by following approved scripts, tone, and etiquette standards.
- Resolve customer issues on first contact whenever possible (locating packages, providing ETAs, addressing service issues, and upholding service guarantees).
- Communicate real-time shipment updates, delays, and exceptions to customers and partners.
Order & Shipment Management
- Accurately book, enter, and track shipments, including flights, agents, and delivery status.
- Ensure all routed and scheduled jobs are correctly assigned to drivers.
- Flag and manage critical or time-sensitive shipments according to SOPs.
Inbox, Systems & Documentation
- Own assigned shared Outlook inboxes: acknowledge, triage, respond, and close out inquiries.
- Update CRM and dispatch systems in real time; log customer issues and keep contacts current.
- Manage customer portals and daily ASNs (upload Excel files, update orders, alerts, and statuses).
- Handle shipment and compliance documentation (BOLs, manifests, air bills, TSA documents).
- Support CXT customer account tasks, including creating internet users and updating contact information.
Reporting & Collaboration
- Produce and distribute customer reports (volume reports, scan reports) and complete end-of-shift reporting.
- Collaborate cross-functionally to ensure seamless operations after hours.
- Escalate complex issues, high-value shipments, or client concerns to supervisors as needed.
- Provide support to other departments to keep operations running smoothly.
- Perform additional duties aligned with the role as assigned.
What We’re Looking For
Required Qualifications
- High school diploma or GED with 2+ years of customer service experience, preferably in a fast-paced, time-sensitive environment.
- Strong organizational skills with the ability to prioritize and multitask.
- Excellent written and verbal communication skills with a professional, courteous demeanor.
- Analytical, solution-oriented mindset with the ability to think quickly under pressure.
- Proficiency in Microsoft Office (Excel, Outlook, Teams, SharePoint) and comfort learning new systems.
- Willingness to work overtime and flexible hours as operational needs require.
- Valid driver’s license with a clean driving record and willingness to assist with deliveries when needed.
Preferred Qualifications
- High School Diploma or GED
- Experience in courier, logistics, transportation, or delivery service environments.
Why Join Us?
- Be a critical part of our afterhours operations and customer experience.
- Health, dental, and vision insurance, plus 401(k) with company match.
- Tuition reimbursement and professional development opportunities.
- Generous paid time off: Vacation, sick leave, and holidays.
- A chance to join a company where your ambition and performance are recognized and rewarded.
- A values-driven, people-first culture
- A chance to see your work make a real impact… fast!
Crossroads Courier is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Skills Required
- High school diploma or GED
- 2+ years of customer service experience
- Strong organizational skills and ability to prioritize and multitask
- Excellent written and verbal communication skills
- Analytical, solution-oriented mindset and ability to think quickly under pressure
- Proficiency in Microsoft Office, including Excel, Outlook, Teams, and SharePoint
- Comfort learning new systems
- Willingness to work overtime and flexible hours
- Valid driver's license with a clean driving record
- Willingness to assist with deliveries when needed
- Experience in courier, logistics, transportation, or delivery service environments
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The Company
What We Do
Crossroads Courier is a privately held corporation, headquartered in St. Louis, Missouri, that provides a wide spectrum of time-critical, local and nationwide, courier and delivery services. From Warehousing and Logistics to scheduled or next-day deliveries, Crossroads Courier can handle all of your courier needs. The company is a customer-service driven organization that focuses on quality service for its clients and provides a positive workplace for its employees. Local Courier services throughout St. Louis, Kansas City, Phoenix and Las Vegas metro areas include: • On-demand Messenger Service • Rush Deliveries • Scheduled Courier Service • Next Day Distribution • Dedicated Route Service • Fleet Replacement Service • Line Haul Service • Critical Parts Storage
