Logistics Tracking and Customer Service Agent

Tracking and Customer Service Agent

Location: Remote — Philippines
Industry: U.S. Freight Brokerage

LOGISTICS Experience Required

We are a U.S.-based freight brokerage coordinating trucking shipments for customers throughout the United States. Our agency prides itself on responsiveness, clear communication, and dependable customer service.

We are seeking a reliable, detail-oriented Tracking and Customer Service Agent to keep shipments on schedule and customers informed. We handle urgent freight, so timely follow-up, accurate updates, and strong communication are essential.

Responsibilities

Track active shipments from pickup through delivery.

Follow up with carriers and drivers to confirm locations, shipment status, and estimated arrival times.

Confirm pickups and deliveries are progressing as scheduled.

Provide customers with prompt, clear, and accurate shipment updates.

Monitor email and phone communications throughout your shift.

Acknowledge or respond to all incoming communications within 10 minutes.

Communicate shipment updates immediately as information becomes available.

Identify delays, missed appointments, unresponsive drivers, and other issues early, and escalate them promptly.

Maintain accurate shipment notes and provide clear handoffs for outstanding items.

Mandatory Requirements

Fluency in spoken and written English is mandatory. You must be comfortable conducting phone conversations and writing clear, professional email s to U.S. customers, carriers, and drivers.

Previous logistics experience is mandatory.

Strong attention to detail and consistent follow-through.

Ability to manage multiple shipments and prioritize urgent issues.

A proactive approach: you follow up until you have an answer and keep the appropriate people informed.

Reliable internet, a dependable computer, and a quiet workspace suitable for calls.

Ability to consistently work the complete schedule below, including weekends.

Preferred: Freight forwarding or U.S. freight brokerage experience, particularly with urgent or time-sensitive shipments. This experience is helpful but not required.

Work Schedule — Philippine Time

This position supports U.S. evening and weekend operations. All hours below are in Philippine time.

During U.S. Central Standard Time (CST):

Day

Working hours

Thursday

6:00 a.m.–2:00 p.m.

Friday

6:00 a.m.–2:00 p.m.

Saturday

6:00 a.m.–2:00 p.m.

Saturday night–Sunday morning

10:00 p.m.–7:00 a.m.

Sunday night–Monday morning

10:00 p.m.–7:00 a.m.

During U.S. Central Daylight Time (CDT):

Day

Working hours

Thursday

5:00 a.m.–1:00 p.m.

Friday

5:00 a.m.–1:00 p.m.

Saturday

5:00 a.m.–1:00 p.m.

Saturday night–Sunday morning

9:00 p.m.–6:00 a.m.

Sunday night–Monday morning

9:00 p.m.–6:00 a.m.

The schedule follows U.S. Central time. Philippine working hours shift by one hour when the U.S. changes clocks for daylight saving time.

This schedule includes 42 hours of coverage per week, before accounting for breaks. Saturday includes both an early daytime shift and a separate overnight shift. Please review these hours carefully before applying.

How to Apply

Please submit:

Your resume.

A brief description of your logistics experience, including shipment tracking, freight forwarding, or customer service responsibilities.

Confirmation that you are fluent in spoken and written English.

Confirmation that you understand and can consistently work the full schedule above.

Your expected monthly compensation.

We are looking for someone who takes ownership of follow-up, communicates promptly, and maintains a consistently high level of customer service.