Senior Customer Support Specialist – Intermodal Logistics Operations & Carrier Relationship Management
Build Your Career in Intermodal Logistics at arenaflex
Are you a detail-oriented customer service professional with a passion for transportation, logistics, and supply chain operations? arenaflex is seeking a dedicated and experienced Senior Customer Support Specialist – Intermodal Operations to join our dynamic team in Brea, California. This is an exciting opportunity to play a pivotal role in one of the most essential and fast-moving sectors of the modern economy, helping to ensure that critical freight shipments move efficiently across North America.
Intermodal transportation represents the backbone of global commerce, combining the strengths of rail, truck, and ocean shipping to deliver goods safely, sustainably, and cost-effectively. At arenaflex, we are reimagining how freight moves through technology, innovation, and an unwavering commitment to customer success. As a Customer Support Specialist III, you will be at the heart of these operations, working directly with shippers, receivers, and carriers to coordinate seamless transportation experiences while building long-lasting professional relationships.
This is more than a customer service job — it is a career-building opportunity for someone who thrives in a fast-paced, collaborative environment and takes pride in solving complex logistical challenges. Whether you are an experienced logistics coordinator looking to take the next step or a customer service professional eager to break into the transportation industry, this role offers the training, mentorship, and growth potential you need to succeed.
What You Will Do
As a Senior Customer Support Specialist at arenaflex, you will serve as a key contributor to our Intermodal Operations division. Your primary responsibility will be ensuring that customer shipments are delivered on time, communicating proactively with both customers and carriers, and developing strong relationships that drive long-term partnership success. You will act as the central point of coordination between shippers, receivers, contracted carriers, and internal operations teams.
- Shipment Coordination & Appointment Management: Verify order readiness for upcoming shipments and proactively change appointments when necessary to accommodate customer needs and operational realities. This requires close attention to detail and the ability to think several steps ahead.
- Load Prioritization: Prioritize loads based on time-sensitive schedules and customer priority requirements, ensuring that deadhead miles are minimized to maximize efficiency and reduce environmental impact across the supply chain.
- Multi-Platform Scheduling: Schedule shipments using a variety of customer applications and proprietary platforms, demonstrating adaptability and technical proficiency across multiple systems.
- Delivery Confirmation: Confirm shipment delivery through multiple channels including carrier websites, phone calls, and email correspondence, ensuring that every shipment is tracked and documented accurately.
- Shipment Creation: Create new shipments as needed based on customer requirements and carrier business rules, applying sound judgment and adherence to company policies.
- Carrier Relationship Management: Establish and maintain effective working relationships with carriers contracted to the dedicated fleet, as well as other carriers operating within your geographical region. Strong communication and negotiation skills are essential.
- Shipper & Receiver Communication: Build and nurture professional relationships with shippers and receivers through timely, courteous, and accurate communication. Respond promptly to inquiries and resolve issues with empathy and efficiency.
- Rating & Accessorial Coordination: Correspond with internal Operations teams, customers, and carriers regarding rating, accessorial charges, and any other billing-related matters as defined by customer business rules.
- Training & Enablement: Lead training sessions for carrier contacts on the arenaflex Carrier Portal, empowering external partners to use our technology effectively and self-sufficiently.
- System Administration: Set up new customer and vendor users, as well as new locations, in the Transportation Management System (TMS), leveraging your knowledge of customer business practices to ensure accurate configuration.
- Issue Tracking & Resolution: Use JIRA to file and track tickets related to invoice resolution and other identified operational issues, ensuring accountability and timely follow-up.
- KPI Reporting & Analysis: Contribute to long-term Key Performance Indicator (KPI) reporting by account, as determined by management, providing insights that drive continuous improvement.
- Performance Pattern Identification: Identify recurring patterns in shipper, receiver, and carrier performance, and recommend actionable improvements to enhance service quality and operational efficiency.
Basic Qualifications
- High school diploma or GED equivalent
- 2–3 years of customer service and/or transportation experience, demonstrating a strong foundation in client-facing roles or logistics operations
Preferred Qualifications
While the following qualifications are not required, they will help you stand out as an exceptional candidate:
- Bachelor's degree in Transportation, Logistics, Supply Chain Management, Business Administration, or a related field
- 2–4 years of customer service experience specifically within the transportation or logistics industry
- Working knowledge and hands-on utilization of the Uber Freight TMS (Transportation Management System)
- Proficiency in Microsoft Office Suite, including Excel, Outlook, Word, and PowerPoint
- Solid basic math skills for handling rates, accessorial charges, and shipment calculations
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
- Excellent verbal and written communication skills
- Problem-solving mindset with attention to detail and a commitment to accuracy
Skills and Competencies for Success
To excel in this role at arenaflex, you will bring a unique combination of technical know-how, interpersonal skills, and a customer-first mindset. The ideal candidate is someone who genuinely enjoys helping others, finds satisfaction in solving puzzles, and thrives when working collaboratively with cross-functional teams.
- Customer-Centric Thinking: You understand that every interaction is an opportunity to strengthen a relationship and build trust with both internal and external stakeholders.
- Adaptability: The transportation industry is dynamic and constantly evolving. You must be comfortable navigating change, learning new systems, and adjusting priorities on the fly.
- Technical Proficiency: Comfort with multiple software platforms, including TMS systems, carrier portals, JIRA, and standard office tools, will be key to your success.
- Analytical Skills: The ability to identify patterns, interpret data, and recommend improvements will set you apart as a strategic contributor.
- Time Management: With multiple shipments, customers, and carriers to coordinate, exceptional organizational skills are essential.
- Team Collaboration: You will work closely with Operations, Sales, and external partners, requiring a cooperative and team-oriented approach.
Career Growth and Learning Opportunities
At arenaflex, we believe that our people are our greatest asset. We are committed to investing in the professional development of every team member, providing access to ongoing training, mentorship programs, and clear pathways for career advancement. Whether you aspire to move into operations management, account leadership, supply chain analytics, or any other area of the logistics industry, we will support your journey.
You will have the opportunity to work alongside some of the most experienced professionals in the intermodal transportation space, gaining exposure to complex supply chain challenges and learning how technology is reshaping the future of freight. Many of our team leaders have grown from within our customer support ranks, and we are proud to foster a culture that promotes from within.
Work Environment and Company Culture
arenaflex is more than a workplace — it is a community of passionate professionals who care deeply about what they do. We celebrate diversity, encourage innovation, and value every voice on our team. Our Brea, California office is a hub of collaboration, where team members support one another, share knowledge, and work together to solve challenges.
We pride ourselves on maintaining a culture rooted in respect, accountability, and continuous improvement. We believe that the best ideas come from teams that feel empowered to speak up and take ownership. At arenaflex, your contributions will be recognized, your efforts will be appreciated, and your career will be nurtured.
We are an equal opportunity employer and proudly foster a workplace that is inclusive, welcoming, and supportive of all backgrounds, identities, and experiences. All qualified applicants receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with all applicable legal requirements.
Compensation, Perks, and Benefits
This is a full-time hourly position offering a competitive compensation package that reflects your experience, skills, and contributions. In addition to your hourly wage, arenaflex provides a comprehensive benefits package designed to support your health, well-being, and financial future.
- Comprehensive medical, dental, and vision insurance options
- Paid time off, holidays, and personal days to support work-life balance
- Retirement savings plans with company contributions
- Professional development and training opportunities
- Employee wellness programs and resources
- Collaborative and supportive team environment
Join the arenaflex Team
If you are ready to take the next step in your logistics or customer service career and join a company that is genuinely transforming the way goods move across the country, we want to hear from you. This is your opportunity to work with cutting-edge technology, build meaningful relationships with industry partners, and contribute to a mission that truly matters.
At arenaflex, you will not just be filling a role — you will be part of a movement to reimagine freight transportation for the better. Bring your skills, your ambition, and your passion for customer success, and let us build the future of logistics together.