Remote Senior Customer Service Representative – Freight & Logistics Support Specialist at brighthush

About brighthush and the Logistics Landscape

brighthush is a global leader in freight and supply‑chain solutions, dedicated to keeping the world moving. With a presence in more than 60 countries and a workforce of over 10,000 professionals, brighthush thrives on innovation, customer focus, and a culture that values collaboration and continuous improvement. In an era where supply chains are more dynamic than ever, brighthush is at the forefront of delivering reliable, end‑to‑end logistics services that help businesses navigate complex global markets.

As part of our Solutions division, we are looking for a Remote Senior Customer Service Representative who will become a pivotal point of contact for our clients. This role is essential in ensuring that every shipment, from pick‑up to delivery, meets the highest standards of accuracy, timeliness, and customer satisfaction. If you are passionate about logistics, enjoy problem‑solving, and thrive in a fast‑paced, remote environment, we invite you to join our team.

Key Responsibilities

• Customer Interaction & Issue Resolution: Serve as the primary liaison for customers, addressing inquiries related to pick‑ups, deliveries, shipment tracking, and proof‑of‑delivery (POD) documentation. Resolve complex shipment issues with empathy and efficiency.
• Cross‑Functional Collaboration: Work closely with warehouse managers, operations teams, and senior leadership to establish service criteria, align on customer expectations, and ensure seamless freight movement.
• Invoice & Discrepancy Management: Follow up on billing discrepancies, reconcile invoices, and coordinate with finance and billing departments to close out any outstanding issues.
• Freight Documentation & Compliance: Accurately input, retrieve, and audit freight data in our proprietary systems. Verify air bills, manifests, and special handling paperwork for completeness and compliance.
• Data Integrity & Reporting: Reconcile driver pickup and delivery manifests, audit air bills, and record any damaged or misrouted shipments in the appropriate reporting tools.
• Process Improvement: Identify bottlenecks in freight coding and tracking processes. Propose and implement solutions that enhance operational efficiency and customer experience.
• Customer Follow‑Up: Conduct proactive outreach to customers and internal stakeholders to ensure all service level agreements (SLAs) are met and exceeded.
• Special Handling Coordination: Manage freight that requires special handling, such as hazardous materials or temperature‑controlled cargo, ensuring all regulatory and safety requirements are met.
• Continuous Learning: Stay updated on industry best practices, regulatory changes, and new technologies that can improve freight management and customer service.

Essential Qualifications

• High school diploma or equivalent (Bachelor’s degree preferred).
• Minimum of 3–6 years of experience in customer service or freight logistics, with a strong track record of resolving complex shipment issues.
• Proficiency in Windows OS, Microsoft Word, and Excel (advanced Excel skills, including pivot tables and macros, are a plus).
• Typing speed of at least 45 words per minute, with a keen eye for detail.
• Excellent interpersonal and communication skills, both written and verbal.
• Strong analytical and problem‑solving abilities, with the capacity to interpret freight codes and documentation accurately.
• Experience working in a remote or distributed team environment, with a proven ability to manage time and priorities independently.
• Knowledge of freight terminology, shipping regulations, and customs compliance is highly desirable.

Preferred Qualifications & Skills

• Experience with freight management systems (e.g., SAP, Oracle, or custom logistics platforms).
• Familiarity with international shipping regulations, including Incoterms, HS codes, and customs documentation.
• Previous exposure to warehouse operations, inventory management, or supply‑chain analytics.
• Multilingual capabilities, especially in languages commonly used in global logistics (e.g., Spanish, Mandarin, German).
• Strong project management skills, with the ability to lead initiatives that improve customer service metrics.
• Demonstrated commitment to continuous learning, such as certifications in logistics, supply‑chain management, or customer experience.

What You’ll Bring to brighthush

• Customer‑first mindset: You genuinely care about delivering exceptional service and turning challenges into opportunities.
• Analytical rigor: You can dissect complex data sets, identify trends, and recommend actionable improvements.
• Adaptability: You thrive in a dynamic environment, quickly adjusting to new processes, tools, and customer needs.
• Team spirit: Even while working remotely, you collaborate effectively with colleagues across functions and geographies.
• Integrity: You uphold the highest standards of accuracy, confidentiality, and compliance in all your interactions.

Career Growth & Learning Opportunities

At brighthush, we believe that growth starts with learning. As a Senior Customer Service Representative, you’ll have access to:

• Structured onboarding and mentorship programs that pair you with experienced leaders.
• Regular training sessions on the latest logistics technologies, compliance updates, and customer service best practices.
• Cross‑functional projects that expose you to warehouse operations, supply‑chain analytics, and digital transformation initiatives.
• Clear career pathways, from Customer Service Lead to Operations Manager, and beyond into strategic roles within the Solutions division.
• Opportunities to contribute to process‑improvement initiatives that directly impact customer satisfaction and operational efficiency.

Work Environment & Company Culture

brighthush fosters a culture of transparency, innovation, and inclusivity. Our remote teams enjoy:

• Flexible work schedules that support work‑life balance.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• Access to cutting‑edge collaboration tools (Slack, Microsoft Teams, Zoom) and a robust internal knowledge base.
• A commitment to diversity and inclusion, ensuring every voice is heard and valued.
• Recognition programs that celebrate individual and team achievements.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for senior customer service roles in logistics.
• Performance‑based bonuses tied to customer satisfaction scores, SLA adherence, and process‑improvement milestones.
• Health, dental, and vision insurance plans for employees and their families.
• 401(k) or equivalent retirement savings plan with company matching.
• Generous paid time off (PTO) and holiday schedule.
• Professional development stipend for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mental health resources.
• Employee referral bonuses and recognition awards.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re joining a mission to keep the world’s supply chains moving smoothly. You’ll work with a team of passionate professionals who are committed to innovation, customer success, and personal growth. Our remote-first approach means you can contribute from anywhere in the USA while enjoying the flexibility and support of a global organization.

Ready to Make an Impact?

If you’re ready to bring your expertise in logistics, customer service, and problem‑solving to a forward‑thinking company, we encourage you to apply today. Join brighthush and help shape the future of freight and supply‑chain excellence.