Customer Service Specialist Air Freight/Expedited Services Custom Companies Inc. - 2.8 Northlake, IL Job Details Full-time $45,000 - $55,000 a year 1 day ago Benefits Paid holidays Disability insurance Health insurance Dental insurance Vision insurance 401(k) matching Life insurance Referral program Qualifications Customer communication

Full Job Description Position Description:

Custom Global Logistics, a business partner to The Custom Companies Inc., is seeking an experienced Air Freight/Expedited Services & Customer Service Specialist to coordinate time-sensitive shipments from initial booking through final delivery. This position serves as a primary point of contact for customers, carriers, service partners, and internal operations teams. You will manage air freight, expedited, hot-shot, residential, and special-handling shipments while maintaining accurate tracking, proactive communication, and operational control throughout the shipment lifecycle. Success in this role requires more than tracking freight.

It requires owning the shipment:

knowing where it is, what must happen next, what could go wrong, and what action is needed to protect the customer's delivery commitment. The ideal candidate is organized, responsive, and calm under pressure. You should be comfortable working in a fast-paced transportation environment where priorities change quickly and service issues require immediate attention.

Our objective is straightforward:

• protect the customer's freight, protect the customer's delivery commitment, and protect the company's reputation.
• Every shipment needs an owner who knows where the freight is, what must happen next, what could go wrong, and what action is being taken to prevent or resolve a problem.
• The expectation is not simply to track freight. The expectation is to manage the shipment.
• Key Job Components Manage Air Freight and Expedited Shipments Coordinate air freight, expedited, hot-shot, time-critical, and priority shipments from booking through final delivery.

Arrange pickups, linehaul transportation, delivery appointments, and final proof of delivery. Work with airlines, air cargo providers, trucking companies, expedited carriers, terminals, warehouses, and delivery agents. Confirm shipment dimensions, weight, piece count, service level, locations, delivery requirements, and special-handling instructions. Select or assist in selecting the appropriate transportation mode and service level based on urgency, capability, transit time, and cost. Coordinate residential, liftgate, inside-delivery, limited-access, trade-show, and other specialized services. Monitor shipments for delays, missed appointments, capacity constraints, and other potential service failures. Escalate time-sensitive issues promptly and coordinate corrective action. Maintain Shipment Visibility Track active shipments and maintain accurate, timely status information in the company's transportation management system. Proactively monitor air freight, hot shots, expedited shipments, and other time-sensitive moves. Verify that shipments are progressing according to the customer's required delivery schedule. Follow up on missing scans, appointments, status updates, pickup confirmations, and delivery information. Obtain and upload bills of lading, proofs of delivery, delivery receipts, appointment confirmations, and other required documentation. Identify shipments at risk of service failure and take action before the issue becomes a customer complaint. Review weekend turnovers and act on every applicable order. Deliver Exceptional Customer Service Serve as a professional, responsive point of contact for customers. Respond promptly to customer emails, telephone calls, and operational requests. Provide accurate shipment updates and realistic pickup and delivery expectations. Communicate delays, exceptions, missed appointments, damages, shortages, and other service issues proactively. Manage customer expectations while working toward practical solutions. Handle difficult customer situations professionally and assist in de-escalating service concerns. Maintain ownership of customer issues until they are resolved. Document important customer and shipment communications in the appropriate system. Coordinate Carriers and Service Partners Communicate with carriers and vendors regarding pickups, deliveries, appointments, rates, shipment status, and service exceptions. Confirm that service providers have complete and accurate shipment information. Follow up persistently with delayed or unresponsive carriers. Assist with carrier selection based on service requirements, capability, transit time, performance, and cost. Escalate carrier performance concerns when appropriate. Develop professional, productive relationships with transportation partners. Support Documentation and Billing Accuracy Review bills of lading, proofs of delivery, shipment confirmations, delivery receipts, and related documents for accuracy and completeness. Ensure required documentation is properly associated with each shipment. Identify discrepancies involving weight, dimensions, piece count, service level, accessorial services, or other rating information. Assist with billing questions, accessorial documentation, claims, credits, and customer disputes when needed. Identify potential rating or billing concerns before invoices are finalized. Our "No Surprises" Service Philosophy Customers should not have to contact us to discover that their shipment is at risk. In this role, you will be expected to: Acknowledge customer requests promptly and follow through until completion. Keep shipment statuses current and accurate. Actively monitor hot shots and time-critical shipments. Provide appropriate documentation with pickup and delivery confirmations. Give residential and expedited shipments the additional attention they require. Communicate exceptions early, clearly, and honestly. Escalate problems before they become customer complaints. Retain ownership of the shipment until the required service has been completed. What Problems would you be asked to resolve? Unfortunately, transportation does not always proceed according to plan. You should be prepared to respond to situations including: Missed pickups or delivery appointments Carrier or airline delays Weather and transportation disruptions Freight held at a terminal Lost, misplaced, damaged, or short shipments Incorrect dimensions, weights, or service levels Residential delivery complications Failed delivery attempts Missing documentation Carrier or airline capacity constraints Customer-requested shipment changes Last-minute expedited requirements You will be expected to assess the problem, identify available options, coordinate the appropriate corrective action, and keep the customer informed until the matter is resolved. What We're Looking For Two or more years of experience in transportation, logistics, freight forwarding, air freight, expedited transportation, customer service, or a related field preferred. Air freight or expedited transportation experience strongly preferred. Working knowledge of transportation and freight terminology. Strong written and verbal communication skills. Excellent organizational and time-management abilities. Ability to manage multiple active shipments and changing priorities simultaneously. Strong attention to detail and commitment to accurate information. Ability to work effectively under pressure and meet strict deadlines. Sound problem-solving, judgment, and decision-making skills. Proficiency with Microsoft Office, email, and transportation management systems. Ability to communicate professionally with customers, carriers, vendors, and internal teams. Ability to work independently while contributing effectively to a team environment. Your experience in any of the following areas is especially valuable: Air freight forwarding Expedited or time-critical transportation LTL and FTL transportation Residential and limited-access delivery Trade-show logistics Carrier dispatch and coordination Transportation management systems Freight documentation Claims and exception management Rating and accessorial review Are you the Right Person for This Role You will be successful in this position if you are:

Accountable:

• You take ownership and follow issues through to resolution.

Proactive:

• You identify risks before the customer has to ask.

Responsive:

• You understand that timely communication is essential in transportation.

Detail-oriented:

• You recognize that small errors can lead to significant service failures.

Calm under pressure:

• You can manage urgent situations without losing focus.

Customer-focused:

• You understand that communication and responsiveness are part of the service we provide.

Team-oriented:

• You work effectively with operations, sales, carriers, billing, and management.

Solution-oriented:

• You focus on what can be done next—not simply what went wrong.

What We Offer We take care of our people the way they take care of our customers. Our benefits and rewards are designed to support your health, family, and future. Comprehensive benefits—medical, dental, vision, and life insurance; details on coverage and shared costs are reviewed during the interview process. Benefits are offered as a shared-cost program to balance affordability with sustainable, high-quality coverage. 401(k) with company match to help you plan for long-term financial security Paid vacation and holidays—including your birthday! Supplemental insurance options such as disability, voluntary life, and legal coverage Employee recognition and referral incentives that reward performance and teamwork Career growth and training opportunities for those who want to learn and advance Proudly 100% Veteran-owned, built on respect, reliability, and shared success Equal Employment Opportunity Statement We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, genetic information, marital status, military or veteran status, or any other characteristic protected by applicable federal, state, or local law. We are committed to creating an inclusive workplace that respects and celebrates the diverse backgrounds, perspectives, and talents of all employees.