{"id":1645759,"url":"https://alion.io/job/mystic-logistics-customer-service-representative","title":"Customer Service Representative","company":{"id":3854467,"name":"Mystic Logistics","domain":"mysticlogistics.com","url":"https://alion.io/company/mystic-logistics","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Glastonbury, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":50000,"max":60000,"currency":"USD","period":"year","gross":null,"usd_annual":60000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-09-28T20:35:20Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-11-04T19:33:40Z","board_verified":true,"closed_at":null,"days_open":37,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":37},"description":"Description\nPosition Summary\nThe Customer Service Representative serves as the primary point of contact for Mystic Logistics customers and is responsible for delivering exceptional service throughout the customer lifecycle. This role manages customer communications, shipment visibility, issue resolution, quote requests, reporting, and operational coordination to ensure a positive customer experience. The Customer Service Representative acts as a customer advocate by building strong relationships, proactively communicating shipment status and service concerns, and coordinating with internal departments to ensure timely and accurate resolutions.\nThe ideal candidate is highly organized, solution-oriented, and customer-focused, with the ability to manage multiple priorities in a fast-paced transportation and logistics environment. This position requires excellent communication skills, strong attention to detail, and the ability to collaborate effectively across all levels of the organization.\n Essential Job Functions\nThis is an onsite position at our South Glastonbury, CT location. \nServe as the primary point of contact for customers while building and maintaining strong customer relationships. \nRespond to customer inquiries promptly and professionally via phone or email. \nProactively identify, investigate, and resolve customer issues while providing timely updates through resolution. \nUtilize internal systems such as Mystic’s SRM (to pull reports and research information), OSD Manager (to manage exceptions), Quote Generator (to enter quotes and pull mail plans for customers), PO Manager (to enter POs) to complete daily customer service functions. \nMonitor late deliveries, delivery date specific (“in home”) and expedited shipments to identify and communicate potential delivery issues internally as well as to the customer. \nUse Microsoft Excel to analyze data and prepare customers reports as requested. \nCollaborate with Sales, Routing, Dispatch, LTL, Accounting and Warehouse teams to resolve questions, support customer needs and ensure timely resolution. \nProactively follow up on exceptions/OSD to ensure timely resolve. \nPrepare mail plans for clients as requested to include expected delivery to the SCF as well as provide required pickup dates. \nManage customer quote requests and ensure timely return of completed quotes prepared by the accounting team. \nIdentify opportunities to improve customer experience, operational efficiencies, and internal processes. \nPerform other customer service duties as assigned. \nProactively communicate shipment status, delays, potential service impacts, and recovery plans before customers need to ask. \nTake ownership of customer issues from initial report through final resolution, coordinating internal resources to ensure timely and complete follow-up. \nAdvocate for customer needs by effectively communicating priorities and expectations across Operations, Routing, Dispatch, Accounting, Warehouse, and Sales. \nEnsure customer information, shipment details, quotes, and documentation are complete, accurate, and entered into company systems in a timely manner. \nBuild trust by consistently delivering accurate information, setting appropriate expectations, and following through on commitments. \nRotating Saturday/weekend support needed - Serve as the primary point of contact for weekend escalations on a rotating basis.\nRequirements\nEducation & Experience\nHigh school diploma or GED. \nMinimum of 2 years of customer service, logistics, transportation, operations support, or related experience. \nExperience working in a high-volume customer-facing environment. \nKnowledge, Skills, and Abilities\nExcellent verbal and written communication skills. \nStrong customer service and relationship-building skills. \nProfessional and confident communicator. \nStrong problem-solving, critical-thinking and decision-making abilities. \nAbility to multitask and prioritize in a fast-paced environment. \nHigh attention to detail with organizational & time management skills. \nProficient in Microsoft Office, especially Excel. \nComfortable learning and navigating multiple software systems. \nSelf-motivated with the ability to work independently and as part of a team. \nStrong team player with the ability to collaborate across all departments and individuals at all levels of the organization. \nAbility to adapt to different personalities and work styles. \nPositive attitude with a strong sense of ownership, accountability and follow through. \nAbility to remain calm and professional when handling challenging client situations. \nPhysical Requirements\nAbility to remain seated and work at a computer for extended periods. \nFrequent use of computers, telephones, and office equipment. \nAbility to communicate effectively in person, by telephone, and electronically. \nOccasionally lift or move items up to 20 pounds. \n Work Environment\nProfessional office environment within a fast-paced logistics and transportation operation. \nFrequent interaction with customers, carriers, drivers, sales personnel, warehouse employees, and company leadership. \nWork may involve managing multiple priorities and responding to time-sensitive customer requests throughout the day. \nOccasional overtime may be required to support business needs and customer requirements. \nSalary Description\n$50,000 - $60,000 USD Annually","description_format":"text","description_chars":5366,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-01T23:34:28Z"}],"visa":[],"liveness":{"score":28,"band":"fade","label":"Fading","p_open":1,"p_active":0.625,"p_room":0.45,"age_days":36,"expected_fill_days":22,"reasons":["conf:3","win:tail","comp:junior"],"computed_at":"2026-11-04T06:34:25Z"},"pay":{"stated_usd_annual":60000,"is_top_pay":true},"html_url":"https://alion.io/job/mystic-logistics-customer-service-representative","json_url":"https://alion.io/job/mystic-logistics-customer-service-representative.json","meta":{"generated_at":"2026-11-05T00:55:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1126,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3854467},"rest":"https://alion.io/mcp/rest/get_company?id=3854467"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmystic-logistics-customer-service-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmystic-logistics-customer-service-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmystic-logistics-customer-service-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mystic-logistics-customer-service-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmystic-logistics-customer-service-representative"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1645759}},{"tool":"search_jobs","arguments":{"company":"mysticlogistics.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1645759},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}