Customer Support Representative - escalations (Baltimore, MD)

Northwind West Freight is looking for a Customer Support Representative. The job centres on escalations for loads and lanes, and it would suit someone who likes steady, practical work. Dispatch, drivers and warehouse staff talk to each other constantly. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including loads and lanes, on the first contact when possible. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with loads and lanes. Working arrangement • Part-time, about 20 hours a week, mornings. • On site in Baltimore. • We reply to every applicant.