Logistics And Customer Support Agent

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Role Overview

The Logistics & Customer Support Agent is responsible for managing high-volume, customer-facing interactions and system-driven logistics processes. This role supports customers and internal stakeholders by providing timely updates, coordinating equipment pickups, and ensuring smooth ownership documentation workflows.

The position requires alignment with US Central Time (CST) working hours and strong English communication skills, particularly for phone-based support.

Key Responsibilities

• Inbound and Outbound Phone Support
• Handle live customer inquiries via phone, including item location, site access, and pickup status.
• Provide accurate, real-time updates and ensure a positive customer experience.
• Maintain a callback SLA of 60 minutes.
• Pickup Scheduling Coordination
• Arrange and manage equipment pickups for online auction buyers using internal logistics tools.
• Coordinate with carriers and stakeholders to ensure timely scheduling.
• Adhere to a 2-hour SLA for scheduling requests.
• Ownership Documentation Support
• Assist in the preparation, generation, and verification of ownership documents (e.g., DocuSign envelopes) during downtime or as needed.
• Ensure accuracy and completeness to support equipment release processes.
• Site Access Coordination
• Send release forms to buyers and facilitate completion of site access agreements.
• Coordinate with site points of contact (POCs) to ensure proper documentation flow and access approval.
  

• Strong English communication skills (spoken and written), with confidence in phone-based support
• Experience in customer service, logistics coordination, or a similar role preferred
• Ability to manage multiple tasks in a fast-paced, high-volume environment
• Strong attention to detail and organizational skills
• Willingness to work US Central Time (CST) hours