Enterprise Support Representative

Summary

Join Loadsmart, a leading logistics technology company, as an Enterprise Support Representative! In this remote role, you will be the primary operational contact for clients, managing shipments and communicating with various teams to ensure high customer satisfaction. You will maintain a strong understanding of operational processes, proactively communicate shipment statuses, and collaborate cross-functionally for on-time performance. Responsibilities include managing quote and book tasks, scheduling appointments, conducting scorecard audits, relaying customer feedback, processing charges, and resolving discrepancies. The ideal candidate possesses 1+ year of experience in a logistics brokerage environment supporting U.S.-based customers, exceptional communication skills, and a solution-oriented mindset. Loadsmart offers competitive salaries and unlimited PTO.

Requirements

• 1+ year of experience in a Logistics Brokerage environment, supporting U.S.-based customers
• Exceptional written and verbal communication skills, with the ability to interface effectively with both internal teams and external clients
• Demonstrates strong attention to detail and a proactive approach to daily tasks
• Possesses sharp analytical skills and a solution-oriented mindset
• Quick to assess situations and effectively resolve issues with minimal guidance
• Capable of multitasking and prioritizing in a fast-paced environment
• Maintains composure and professionalism under high-pressure or time-sensitive scenarios
• Operates with a high level of autonomy and accountability
• Naturally curious, continuously seeking to learn and improve processes

Responsibilities

• You’ll be the main operational point of contact for customers throughout the lifecycle of a load
• Maintain a strong understanding of all operational processes and customer requirements; regularly update SOPs accordingly
• Proactively communicate with customers regarding shipment status and escalate when issues arise
• Collaborate cross-functionally to ensure On-Time Pickup (OTP) and On-Time Delivery (OTD) performance
• Manage Quote and Book tasks for your assigned subset of customers
• Assist in scheduling and rescheduling appointments as needed
• Conduct scorecard audits to align both internal and external performance metrics
• Relay customer feedback to the engineering team to help enhance core technology
• Process accessorial charges promptly and accurately
• Resolve RPM/FSC discrepancies to support accurate billing

Preferred Qualifications

• Familiarity with scheduling tasks; prior experience is a plus but not required
• Exposure to Quote & Book processes; prior hands-on experience is a plus but not required

Benefits

• Competitive base salaries - we believe in rewarding top talent
• Loadie Time Off - PTO and sick days without a limit