Logistics Customer Service Representative - Driver Support

Join Our Team at Lean Solutions Group (LSG)!

Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams.

At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Mission: Transform business challenges into lasting success through purpose-built teams, technology, and expertise.

Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth.

Position Overview

We are looking for a Driver Support Specialist to manage frontline operations for our transportation accounts. Operating as the principal contact for driver partners and freight brokers, you will handle inquiries, resolve operational roadblocks, and ensure seamless communication across internal departments.

Primary Duties & Scope of Work

• Frontline Case Resolution: Address high-volume incoming inquiries via phone, Zendesk, WhatsApp, email, and SMS. Drive end-to-end ticket management from initial contact through disposition.
• Proactive Follow-Ups: Conduct outbound calls to provide timely status reports, resolving driver inquiries before escalation is necessary.
• Queue & Shift Administration: Conduct daily ticket audits to organize tasks by SLA urgency. Complete structured shift handoff summaries detailing active, blocked, or at-risk accounts.
• Cross-Functional Coordination: Serve as the unified point of contact for drivers while liaising with Safety, Freight, Legal, Onboarding, Maintenance, and Fintech units.
• Operational Quality & Reporting: Maintain meticulous interaction logs, status tags, and diagnostic notes in CRM and internal systems (Nexus). Identify operational friction, system bugs, or vendor bottlenecks and escalate recurring patterns to leadership.

Who You Are

• Work Experience: 1 to 3 years of background in BPO customer service, call center operations, logistics helpdesk, or driver support.
• Technical Proficiency: Hands-on familiarity with ticketing platforms (e.g., Zendesk, internal CRMs) and omni-channel support software (VoIP, SMS tools, WhatsApp Business).
• Core Competencies: Clear verbal and written communication skills with a strong focus on active empathy under pressure. Proven ability to prioritize dynamic queues against strict SLA target times.
• Industry Context: General understanding of transportation workflows, driver onboarding processes, or freight management is highly desirable.