Customer Support Representative - new-customer onboarding (Buffalo, NY)

Foxglove Hollow Freight moves freight for manufacturers and retailers out of Buffalo, and we need a Customer Support Representative to lead our new-customer onboarding. Dispatch, drivers and warehouse staff talk to each other constantly. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including loads and lanes, on the first contact when possible. • Document every interaction and follow up when you promise to. 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 loads and lanes. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with a review at the end and a chance of extension. • On site in Buffalo. • We will tell you what to expect at each step of the hiring process.