Customer Support Representative - escalations (Buffalo, NY)

Northwind Fern Freight is a Buffalo logistics company with trucks, warehouses and dispatch, and we need a Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including carrier rates, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with carrier rates. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with a review at the end and a chance of extension. • On site in Buffalo. • Applications are reviewed on a rolling basis.