Position Summary
Under the supervision of the After Hours Manager, the After Hours Customer Support Specialist serves as the primary point of contact for customers, drivers, dispatchers, and internal stakeholders during evenings, nights, weekends, and holidays. This role is responsible for monitoring transportation operations, responding to customer inquiries, resolving service issues, coordinating emergency communication, and ensuring uninterrupted support for tank truck transportation services involving liquid or dry bulk products.
Duties and Responsibilities:
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Provide after-hours support to drivers regarding delivery instructions, customer locations, and operational concerns.
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Field calls from drivers related to breakdowns, accidents, and other equipment related issues.
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Work with terminals to assigns resources to meet customer requirements under company and regulatory agency mandates.
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Enters complete and accurate data about the customer’s orders into the computer system.
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Communicates with customers, employees, and other terminal locations to ensure customers’ requirements are met while getting the most efficient use of available resources.
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Handles emergency and non-emergency situations.
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Issuance of EFS to address repairs and breakdowns.
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Provide drivers with 24/7/365 access to live assistance when needed.
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Escalate critical issues to management, dispatch or operations personnel as needed.
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Maintain strong customer relationships through proactive and solution-oriented communication.
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Support compliance with DOT, FMCSA, and company safety requirements.
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Coordinate responses to delays, mechanical issues, weather-related disruptions, and emergency situations.
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Other duties as assigned.
Job Requirements
Education and Experience:
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High school diploma or GED required.
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Experience in trucking, tank truck operations, bulk transportation, or supply chain environments is highly desirable.
Preferred qualifications
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Associate or bachelor’s degree.
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Minimum 2 years of customer service, transportation, logistics, dispatching, or related experience preferred.
Essential Qualifications:
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Excellent verbal and written communication skills.
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Strong problem-solving and decision-making abilities.
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Ability to remain calm and professional under pressure.
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Proficiency with Microsoft Office Suite and transportation management systems (TMS).
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Strong multitasking and organizational skills.
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Ability to work independently with minimal supervision.
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Knowledge of transportation terminology and logistics operations preferred.
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Computer Skills: Strong working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
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Experience using collaboration tools (e.g., Microsoft Teams, Zoom).
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Ability to quickly learn and adapt to new software, systems, and technologies.
Language Skills:
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Ability to read, write and speak English proficiently.
Physical Demands:
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Primarily sedentary work involving prolonged periods of sitting at a desk and working on a computer.
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Frequent use of hands and fingers for typing, phone handling, and operating office equipment.
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Occasional standing, walking, or moving between office areas.
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Ability to communicate effectively via phone, video, and in-person meetings.
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May occasionally lift and/or move office materials up to 15–20 pounds.
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Visual acuity required for reading electronic documents, analyzing data, and reviewing reports.
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Ability to operate in a constant state of alertness and safe manner.
Work Environment:
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Primarily office-based with remote work opportunities where applicable.
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Must be available to work evenings, overnight shifts, weekends, holidays, and on-call schedules as assigned.
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Position may require extended hours during emergencies, weather events, or service disruptions.
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Rotating on-call schedules may be required to support 24/7 operations.
Benefits Package:
Medical, Dental, Vision, Life, and Disability Insurance
401(k) Plan + Company Match
Paid Time Off
Company Paid Holidays
Salary Range:
Disclaimer: The salary range for this position is $57,500 to $72,000 annually. This range is based on market data and internal equity. The final offer will be determined by various factors, including the candidates experience, education, skills, qualifications, and geographic location.
At Heniff, we believe our biggest asset is our people. We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. Heniff treats all candidates and employees with respect and does not discriminate in our recruiting, hiring, and promoting processes and general treatment during employment, including on the basis of actual or perceived race, creed, color, religion, sex, age, sexual orientation, gender identity and/or expression, alienage or national origin, ancestry, citizenship status, marital status, veteran status, or disability.
Customer service, dispatch.
