US business hours
$1,995 a month per dedicated agent. One-agent minimum. Hours aligned to your customers' timezone.
Use cases · Logistics
Logistics customer service outsourcing
A dedicated desk for tracking, exceptions, claims intake, and carrier follow-up — staffed in your TMS and CRM, not a generic call pool.
Where logistics customer service actually breaks
Logistics customer service outsourcing is a search that shows up when the phone and inbox have become an unofficial operations floor. A 3PL, freight broker, last-mile carrier, or shipper already has dispatchers and account managers. What they often lack is a dedicated place for the repetitive work: “where is my freight,” a missed delivery window, a short shipment, a request for proof of delivery, or a claim that has to be opened before anyone can argue about liability.
Those conversations are not soft add-ons. They sit on the critical path of a dock appointment, a retailer chargeback, or a customer who will not release the next load until yesterday's exception is explained. When the only people who can answer are the same people running the warehouse or the board, both jobs suffer. After hours, a voicemail on a delayed truck is not a process. It is a backlog that greets the morning shift.
Category pages in this market talk about TMS-trained teams, 24/7 exception coverage, and back-office documentation. That is the right shape of the work. The wrong shape is a generic contact center that can read a tracking page and cannot tell a delivery exception from a billing question, or that creates a second record the operations team has to re-enter.
How a dedicated logistics support team works
We place dedicated agents in our Prishtina office on your account and train them on your tools — the TMS, WMS, CRM, or carrier portals you already use — and on your written playbook for exceptions. They learn your customers' names, the difference between a hot shipment and a routine check-in, and who owns a recovery plan when a trailer is late, damaged, or short.
The daily work is tracking updates, appointment confirmations, exception intake, status emails or calls, claims intake with the documents you specify, and routine documentation you would rather not leave on a dispatcher's desk. The team follows your escalation path: what they can say, what they must flag, and when a carrier, warehouse lead, or account manager has to step in. They do not renegotiate rates or invent a recovery they cannot deliver.
Coverage should match when your exceptions actually happen. Many teams start with US business hours, then add an evening or weekend seat because that is when delivery problems surface. True 24/7 is a four-person rota, which makes sense when you have overnight moves or a customer promise that someone is always reachable. An AI and human hybrid can draft routine tracking replies, with a person taking over when the shipment is off-plan.
Because every network is different, onboarding is a briefing, not a slogan. We will ask for exception codes, customer-specific rules, sample tickets, and access to a training environment or supervised production access. If a process is still only in someone's head, we will help you write it down before go-live. That writing is part of making the desk safe to run, not an extra project you are left to invent alone.
The free logistics customer service playbook is built as an internal brief you can share with operations and finance. Rates and terms are on the pricing page, and you can contact us when you want a proposal rather than a PDF.
Coverage models
24/7 or night shift
$2,395 a month per seat. Night or weekend seats can be added one at a time. True 24/7 coverage uses four agents.
AI + human hybrid
$2,495 a month. AI handles routine questions; a dedicated agent takes the conversations that need judgment.
There is no setup fee. Agreements start with a three-month term and then go month-to-month. Founding clients receive 50% off the first month. Most teams are live in two to four weeks. The full offer, including what is included in the monthly rate, is on our pricing page.
A free playbook, if you want to think it through first
If you are still scoping the work, grab the free logistics customer service playbook. It covers the same ground as a careful internal brief: what to document, how to choose coverage, and how to review a partner without getting lost in a sales call. You can also write to us directly.
Questions we hear a lot
What is included in logistics customer service outsourcing?
Typical work includes shipment tracking, delivery appointment questions, exception intake, proof-of-delivery follow-up, claims intake, and routine documentation. The team works in your TMS, WMS, or CRM and follows your escalation rules for carriers, warehouses, and account managers.
Do you replace our operations team?
No. A support team takes the repetitive customer and exception work so dispatchers, account managers, and warehouse leads can stay on the floor and on accounts. Exceptions that need a rate change, a recovery plan, or a carrier fight still go to the people who own those decisions.
Can you cover nights and weekends when exceptions spike?
Yes. Night-shift and weekend seats are $2,395 a month each. True 24/7 coverage is a four-agent team at that rate. Many 3PLs start with business hours and add an evening seat once they see where delays actually land.
How do you learn our carriers and SOPs?
Before go-live we train on your tools, lane or warehouse list, exception codes, and the written path for damage, shortage, missed appointments, and billing questions. New carriers or seasonal rules get added the same way you would brief an in-house desk.
What does it cost?
US business hours are $1,995 a month per dedicated agent, with no setup fee. Night or 24/7 seats are $2,395. The AI and human hybrid is $2,495. Three-month term, then month-to-month. Founding clients receive 50% off the first month. Full detail is on the pricing page.
Related use cases
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