Domestic Logistics Specialist - Track & Trace

Domestic Logistics Specialist - Track & Trace is responsible for managing a high volume of outbound phone calls and email correspondence to monitor shipment status and resolve internal and external customer issues. This position will involve data entry, carrier compliance monitoring, customer account maintenance, as well as analyzing, tracking, tracing, and ensuring final delivery of freight.

Domestic Logistics Specialist - Track & Trace responsibilities and essential job functions include, but are not limited to the following:

• Provides support to the Operations and Sales teams including proactive tracking, document preparation, BOL generation, and verification of load status and delivery integrity.

• Make a high volume of outbound calls to carriers (up to 100 per day) to confirm shipment status, location updates, and delivery timelines.

• Provide timely and accurate ETA updates to customers and immediately escalate service failures or delays to Operations and Sales teams. 

• Ensure carrier compliance with required tracking tools and platforms, including Trucker Tools and other approved visibility systems.

• Communicate clearly and effectively with clients, carriers, and peers regarding shipment progress, delays, and exceptions.

• Communicate frequently with internal teams, customers, and carriers to gather POD’s, BOL’s, invoices, and real-time updates in order to close loads in a timely manner.

• Consistently track and trace freight movements from origination to final delivery and proactively resolve operational challenges.

• Ensure final delivery confirmation and proper documentation prior to load closure.

• Provide unmatched Customer Service through daily conversations with customers/carriers in order to build relationships and serve their needs.

• Serve as backup to provide after‑hours Capacity Procurement coverage during unplanned absences or scheduled PTO.

• Regular and reliable attendance, with or without reasonable accommodation, is an essential function of this position and is crucial for maintaining workflow and productivity.

• The above job functions are illustrative of the duties and responsibilities associated with this position and are not intended to be all-inclusive. Employee may be asked to perform other related duties to meet the ongoing needs of the organization.

Qualifications, Knowledge, Skills, and Abilities:

• High School Diploma or GED

• Previous experience in track and trace, dispatching, carrier management, or logistics operations preferred.

• Previous experience with transportation management systems (TMS) and load boards preferred.

• Experience in some or all of the following modes a plus: dry van, LTL, expedited, flatbed, oversized, refrigerated, intermodal.

• Demonstrated ability to manage high call volumes and prioritize time-sensitive shipments.

• Have the drive, assertiveness, passion, and dedication to succeed in the logistics industry.

• Ability to operate autonomously while actively supporting a unified team mentality.

• Ability to multitask and shift focus in a fast-paced, dynamic and evolving logistics environment with rapidly changing priorities, meet deadlines, work well under pressure, prioritize work and maintain discretion on confidential matters while maintaining a positive attitude and providing unmatched customer service.

• Demonstrates strong ownership of role and responsibilities while actively contributing to team goals.

• Strong interpersonal skills and a collaborative mindset to work effectively with internal teams and external partners. Proficient in building and maintaining positive relationships with colleagues, clients, and stakeholders.

• Ability to engage with diverse groups of people, showing respect and consideration for different viewpoints. Adept at facilitating open and honest communication.

• Proficient in both written and oral communication. Capable of clearly and effectively conveying information and presenting to internal and external business partners.

• Ability to actively listen and empathize to understand customer needs and provide personalized support.

• Ability to diffuse and respond effectively while handling challenging customer interactions.

• Proficient in utilizing various technology platforms, including Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and video conferencing tools (WebEx, Zoom, Microsoft Teams).

• Ability to read, write, and speak English fluently.

• This role includes responsibility for providing after‑hours coverage in the event of unplanned absences or scheduled PTO. Candidates must have the flexibility to work nights and weekends on an occasional basis.

• Ability to maintain regular and reliable attendance, with or without reasonable accommodation.