About GH Logistics :
GH Logistics is a performance-driven transportation and freight brokerage company supporting customers across the United States through both brokerage and asset-based operations. We are committed to providing exceptional service, proactive communication, and real-time visibility throughout every shipment.
Position Summary
We are seeking a FourKites & Customer Operations Coordinator to oversee shipment visibility, customer communication, and operational updates across both brokerage and asset freight.
This role serves as a key connection between customers, carriers, drivers, and internal operations teams. The primary responsibility is ensuring shipments are accurately tracked in FourKites, customers receive proactive updates, and service issues are identified and resolved before they impact the customer experience.
Success in this role means maintaining visibility on every load, delivering excellent customer service, and ensuring customers never have to ask where their freight is.
Core Responsibilities
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Monitor active shipments through FourKites throughout the day.
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Ensure all loads are properly tracked and connected within the platform.
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Investigate tracking failures and resolve visibility issues.
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Monitor ETA changes, delays, and service exceptions.
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Provide proactive updates before customers request information.
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Maintain accurate shipment statuses across all systems.
Brokerage Customer Service
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Serve as a primary point of contact for brokerage customers.
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Provide shipment updates, ETAs, and issue resolution.
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Communicate delays, recoveries, and service changes professionally.
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Coordinate with carriers and operations teams to ensure customer expectations are met.
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Escalate service concerns when necessary.
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Build strong relationships through consistent communication and responsiveness.
Asset Customer Service
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Monitor customer freight moving on company trucks.
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Coordinate with fleet operations regarding shipment status and delivery expectations.
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Communicate with customers regarding pickups, deliveries, delays, and recoveries.
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Ensure service commitments are met across dedicated and asset freight.
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Support customer retention through excellent service and communication.
Operational Support
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Work closely with brokerage, dispatch, and leadership teams.
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Assist with shipment exception management and load recovery efforts.
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Maintain detailed notes and communication logs.
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Support after-hours transitions by providing clear updates to the next shift.
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Help identify operational trends affecting customer satisfaction.
Key Performance Metrics
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FourKites Tracking Compliance
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Customer Response Time
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On-Time Customer Updates
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Shipment Visibility Accuracy
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Service Recovery Success Rate
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Customer Satisfaction
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Load Exception Resolution Time
ualifications
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1+ years of transportation, logistics, customer service, brokerage operations, or fleet operations experience.
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Experience using FourKites, project44, Macropoint, or similar visibility platforms preferred.
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Strong communication and customer service skills.
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Ability to multitask in a fast-paced transportation environment.
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Strong attention to detail and organizational skills.
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Proficiency with transportation management systems and Microsoft Office.
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Ability to remain calm and solution-focused during service disruptions.
What Success Looks Like
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Customers receive updates before they ask.
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Shipment visibility remains accurate and up to date.
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Service issues are identified and resolved quickly.
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Communication between customers, carriers, and operations remains seamless.
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Leadership trusts you to maintain customer confidence and shipment visibility throughout the day.
