Service Delivery Specialist

Location: Ontario, CA
Schedule: Monday-Friday, 100% Onsite
Hours: 9:00 AM – 6:00 PM (1-hour lunch)
Hours may adjust to 8:00 AM – 6:00 PM or 9:00 AM – 7:00 PM based on business needs and overtime requirements.

Pay Rate: $22-$24 per hour

 Overview

We are seeking a detail-oriented Service Delivery Specialist to support shipment tracking, exception management, and customer service operations in a fast-paced logistics environment. This role is responsible for monitoring shipment activity, documenting case information, maintaining transportation records, and communicating with carriers to ensure timely delivery and issue resolution.

The ideal candidate will have strong Excel skills, customer service experience, and the ability to manage multiple priorities while following established procedures and service standards.

Key Responsibilities

• Support end-to-end shipment tracking and follow established Standard Operating Procedures (SOPs)
• Monitor shipment dashboards and identify open or aging shipments
• Classify delivery exceptions and follow defined resolution processes
• Assist with appointment scheduling and shipment updates
• Communicate with carriers using approved communication templates
• Maintain and retrieve shipment documentation, including BOL, PRO, and POD records
• Compile documentation for escalations and customer cases
• Perform basic data validation and shipment accuracy checks
• Update internal systems with shipment statuses and case notes
• Document activities, action items, and ownership details
• Capture and report shortages, damages, and discrepancies (OS&D)
• Process returns, refusals, and reconsignment requests according to SOPs
• Recognize and document standard accessorial charges
• Provide shipment updates to internal stakeholders as requested
• Follow routing guides and client-specific procedures
• Escalate issues through established channels when necessary

Minimum Qualifications

• High School Diploma or equivalent
• Minimum of 2 years of customer service experience
• Minimum of 2 years of Microsoft Office experience
• Intermediate to advanced Microsoft Excel skills
• Ability to work effectively in a fast-paced, changing environment
• Strong attention to detail and problem-solving skills
• Ability to manage multiple tasks and priorities simultaneously