Executive Assistant (Customer Care Focus) [Latin America]

CAS

Job Overview

Location

Colombia

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary point of contact between a U.S.-based trucking and logistics company and its shippers and clients, handling all customer communications with professionalism and clarity.
• Receive, process, and manage freight quote and booking requests through the company’s Transportation Management System (TMS).
• Provide real-time shipment tracking updates and accurate estimated times of arrival (ETAs) to customers, ensuring transparency and trust.
• Proactively communicate with customers about delays, missed pickups, or service issues before they escalate, maintaining a calm and reassuring tone.
• Escalate complex customer concerns or operational issues to internal operations or leadership teams when necessary, following defined protocols.
• Coordinate directly with drivers and internal dispatch teams to align on pickup and delivery schedules, route changes, and load status updates.
• Enter and update shipment data accurately in the TMS, including documentation, delivery confirmation (POD), and load tracking details.
• Support the brokerage division with last-minute, time-sensitive shipments, ensuring seamless coordination under high-pressure conditions.
• Maintain organized, accessible records of all customer interactions, shipment documentation, and communication logs.
• Utilize email, phone, and chat platforms to manage high volumes of client inquiries while ensuring timely and clear responses.
• Demonstrate fluency in freight terminology including Dry Van, Reefer, Flatbed, and LTL, and apply understanding of standard logistics workflows: pickup → transit → delivery → POD.
• Operate with a safety-first and reliability-first mindset in all interactions, treating operational integrity as non-negotiable.
• Adhere to strict security protocols including MFA, least-privilege access, and secure file sharing practices.
• Participate in daily standups and check-ins via Slack, Zoom, or Teams, maintaining consistent collaboration with U.S.-based teams.
• Work exclusively during U.S. business hours, which may include night shifts based on Pacific Time (PH-based) scheduling.
• Ensure full exclusivity in this role — no other part-time or freelance engagements are permitted once hired.
• Complete all onboarding steps including technical assessment, profile preparation, and client interview before employment begins.

🎯 Requirements

• High school diploma or equivalent
• 1–3 years of experience in customer service, logistics, dispatch, or supply chain
• Familiarity with a Transportation Management System (TMS) or similar logistics platform
• Excellent verbal and written English proficiency with client-facing communication skills
• Strong attention to detail across multiple shipments, drivers, and customer accounts
• Ability to multitask and remain organized under high-pressure, fast-paced conditions

🏖️ Benefits

• Career-level USD compensation based on experience and scope
• Full company equipment provided (laptop, monitor, accessories)
• 15 days PTO annually + local holidays off
• Guaranteed annual increases
• Referral rewards up to $1,000
• Monthly flexible stipend (CAS Flex Perks)

Skills & Technologies

Remote

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About CAS

CAS provides scientific information solutions to researchers, businesses, and governments worldwide. The organization curates and analyzes chemistry and related scientific data to accelerate innovation across pharmaceuticals, biotechnology, materials science, and other research-intensive industries. Its databases, analytics tools, and consulting services connect scientists, patent professionals, and commercial teams with curated chemical substance information, reactions, patents, and literature. CAS is a division of the American Chemical Society and has operated for more than a century, combining human expertise with advanced AI and machine learning to deliver authoritative scientific insights.

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