After Hours - Customer Service Representative

After Hours - Customer Service Representative

Vortex Freight Systems is a third party logistics (TPL) company that focuses on delivering customized supply chain solutions for organizations with operations in Canada, USA and Mexico.

We are a modern, entrepreneurial organization that values people and service. As we continue to expand our operations and service offerings, we are excited to welcome a new member to our team, focused on building and developing the best team in the industry.

Job Overview:

The After Hours - Customer Service Representative is responsible for managing the daily operational flow between the Customer Service Team, Laredo Terminals, and the Operations Team.

The primary objective is to ensure that any issues—such as damages, delays, mixed freight, or discrepancies—are resolved promptly and effectively to maintain smooth internal operations. This enables the Customer Service Team to communicate accurate, timely updates to customers and maintain service excellence.

The role also includes ensuring that the expedite follow-up process is maintained to reflect a high-quality service level for the customer. The position works closely with the Customer Service Manager, Account Managers, and Pricing Specialists to deliver solutions efficiently and uphold service standards through daily tasks.

Key Responsibilities and Duties:

Monitor and follow up on each shipment for assigned customer accounts.

Maintain close communication with customers through empathetic and effective updates.

Ensure all shipment issues and updates are accurately logged into the system.

Manage customer communications via email, phone, and WhatsApp to ensure ongoing support and availability.

Support the Customer Service Team Leader in ensuring departmental processes are consistently followed.

Adapt to and fulfill any special service requests from customers.

Participate in the onboarding and setup of new accounts, assisting the Customer Service Leader and Manager to ensure smooth implementation.

Foster a positive and collaborative work environment by encouraging teamwork within the Customer Service Team and across departments.

Skills and Qualifications:

Fluent in Spanish and English (written and spoken).

Minimum 1 year of experience in logistics.

Experience with direct consolidation is preferred.

Proficient in Excel and reporting tools.

Strong organizational skills and ability to prioritize.

Keen attention to detail.

Goal-oriented mindset with a focus on continuous improvement.

Personal Attributes:

Accountable – Takes ownership and responsibility for outcomes.

Organized – Effectively manages daily tasks and follow-ups.

Strong communicator – Clear and professional in both Spanish and English.

Team player – Promotes collaboration and supports team development.

Detail-oriented – Focused on accuracy and consistency.

Continuous improvement mindset – Proactively seeks better ways to operate.

Committed – Reliable in following through with responsibilities and tasks.

Benefits:

Statutory benefits plus an annual productivity bonus.

Company Events

Growth Opportunities:

Customer Service Team Leader

Leadership roles in related departments