Transportation Support Specialist

About ShipMonk

ShipMonk isn't just a 3PL; we're a growth partner for merchants. We provide cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions—all with a merchant-first mindset.

Why ShipMonk?

We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.

● Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, Mexico, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
● Proprietary Technology: We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
● Unrivaled Support: We provide hands-on, "mom and pop" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action.
● Transparent Pricing: We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises.
● Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.

Position Summary
The Transportation Specialist plays a key role in ensuring a positive customer experience by managing escalations, supporting carrier and client communications, and driving operational excellence. This role is responsible for handling high-visibility transportation issues, preparing and presenting business reviews to internal and external stakeholders, and coordinating hazardous materials (Hazmat) shipping requests through established tools and vendor partnerships.

Key Responsibilities

• Customer Escalation Management
  
  
• Act as the primary point of contact for transportation-related customer escalations.
  
  
• Investigate root causes of service failures or carrier issues and drive timely resolution.
  
  
• Partner with carriers, operations teams, and customer account managers to implement corrective actions.
  
  
• Business Reviews & Reporting
  
  
• Develop and deliver transportation-focused performance reviews to customers and internal leadership.
  
  
• Create data-driven insights and storytelling to highlight service trends, successes, and areas of improvement.
  
  
• Track and analyze transportation KPIs to measure effectiveness of carrier partnerships and escalation management.
  
  
• Hazmat Coordination
  
  
• Manage hazmat-related transportation requests by leveraging internal tools and external vendor support.
  
  
• Ensure hazmat shipments are processed through approved systems and vendors in compliance with regulations.
  
  
• Monitor documentation flow and escalate issues to the appropriate vendor or compliance resource when needed.
  
  
• Collaboration & Continuous Improvement
  
  
• Build strong relationships with carriers to proactively manage performance and compliance.
  
  
• Partner cross-functionally with operations, compliance, and customer service teams to reduce recurring escalations.
  
  
• Identify and implement process improvements that strengthen transportation performance and customer satisfaction.
  
  

Qualifications

• 3+ years of experience in transportation, logistics, or supply chain (customer-facing experience strongly preferred).
  
  
• Knowledge of carrier management, freight operations, and shipping compliance.
  
  
• Familiarity with hazmat processes preferred (direct expertise not required; vendor and system-driven).
  
  
• Excellent communication and presentation skills, with the ability to influence internal and external stakeholders.
  
  
• Strong analytical and problem-solving abilities; skilled in using data to drive decisions.
  
  
• Proficiency in Microsoft Office/Google Suite; experience with BI/reporting tools a plus.
  
  

Success in this Role Looks Like

• Escalations are resolved quickly with measurable reduction in repeat issues.
  
  
• Customers and leadership receive clear, insightful business reviews that build trust and transparency.
  
  
• Hazmat shipments are properly processed using vendors/tools, with no compliance delays.
  
  
• Transportation performance trends show continuous improvement in service and quality.

ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.