Customer Service Specialist - Control Tower, SPX Express

About the team

We are looking for a highly disciplined and investigative Customer Service (CS) Specialist to manage CS escalations for SPX. As the primary point of contact for complex delivery issues, you will ensure that critical tickets are resolved in a timely manner. You will bridge the gap between operations and customer satisfaction by deep-diving into shipment discrepancies and providing actionable insights to our Operational Excellence team.

What you'll do

• High-Level Issue Resolution: Investigate and resolve complex (L2/L3) tickets regarding missing, delayed, or high-priority shipments with a focus on first-time resolution.
• Operational Monitoring: Oversee daily dispatch status and identify potential delivery bottlenecks to proactively mitigate delays.
• Cross-Functional Liaison: Act as the primary link between sellers, buyers, and internal logistics partners to resolve multi-party shipment disputes.
• Evidence Validation: Conduct rigorous audits of Proof of Delivery (POD) against SOPs to validate delivery claims and resolve disputes fairly.
• SLA Management: Ensure all assigned tickets are handled within strict turnaround times (TAT), maintaining the gold standard for SPX service levels.
• Reporting & Analytics: Compile weekend performance data and provide "voice of the customer" insights to the Operational Excellence team to improve long-term processes.

Requirements

• Minimum 3 years of customer service experience, preferably in logistics related field
• Proficient in Google Suite (Sheets/Docs) and MS Office
• Exceptional conflict resolution skills
• Highly disciplined and detail-oriented, with the ability to work autonomously without direct supervision
• Good interpersonal and communication skills
• Comfortable with a weekend shift schedule