Transportation Support Specialist

Transportation Support Specialist

The Transportation Specialist plays a key role in ensuring a positive customer experience by managing escalations, supporting carrier and client communications, and driving operational excellence. This role is responsible for handling high-visibility transportation issues, preparing and presenting business reviews to internal and external stakeholders, and coordinating hazardous materials (Hazmat) shipping requests through established tools and vendor partnerships.

Key Responsibilities

• Customer Escalation Management
  • Act as the primary point of contact for transportation-related customer escalations.
  • Investigate root causes of service failures or carrier issues and drive timely resolution.
  • Partner with carriers, operations teams, and customer account managers to implement corrective actions.
• Business Reviews & Reporting
  • Develop and deliver transportation-focused performance reviews to customers and internal leadership.
  • Create data-driven insights and storytelling to highlight service trends, successes, and areas of improvement.
  • Track and analyze transportation KPIs to measure effectiveness of carrier partnerships and escalation management.
• Hazmat Coordination
  • Manage hazmat-related transportation requests by leveraging internal tools and external vendor support.
  • Ensure hazmat shipments are processed through approved systems and vendors in compliance with regulations.
  • Monitor documentation flow and escalate issues to the appropriate vendor or compliance resource when needed.
• Collaboration & Continuous Improvement
  • Build strong relationships with carriers to proactively manage performance and compliance.
  • Partner cross-functionally with operations, compliance, and customer service teams to reduce recurring escalations.
  • Identify and implement process improvements that strengthen transportation performance and customer satisfaction.

Qualifications

• 3+ years of experience in transportation, logistics, or supply chain (customer-facing experience strongly preferred).
• Knowledge of carrier management, freight operations, and shipping compliance.
• Familiarity with hazmat processes preferred (direct expertise not required; vendor and system-driven).
• Excellent communication and presentation skills, with the ability to influence internal and external stakeholders.
• Strong analytical and problem-solving abilities; skilled in using data to drive decisions.
• Proficiency in Microsoft Office/Google Suite; experience with BI/reporting tools a plus.

Success in this Role Looks Like

• Escalations are resolved quickly with measurable reduction in repeat issues.
• Customers and leadership receive clear, insightful business reviews that build trust and transparency.
• Hazmat shipments are properly processed using vendors/tools, with no compliance delays.
• Transportation performance trends show continuous improvement in service and quality.

ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.