Drayage Customer Service & Operations Coordinator

Job description: Drayage Customer Service & Operations Coordinator Port Drayage | Wilmington, CA | Full-time | On-site $27.00–$32.00 per hour, depending on experience Mid Lane Carriers is a family-style operated drayage company serving the Ports of Los Angeles and Long Beach. We are looking for a dependable Drayage Customer Service & Operations Coordinator who communicates clearly, stays organized, and takes ownership of customer requests. You will keep customers informed and help coordinate communication between customer service, dispatch, operations, and accounting. Position & Schedule Position Type: Full-Time Work Schedule: Monday through Friday Hours: 9:00 AM – 6:00 PM Availability: Must be available to work the full scheduled shift consistently. Responsibilities Responsibilities include, but are not limited to: Serve as a primary point of contact for customer inquiries by phone, email, and company communication platforms. Provide timely customer updates on dispatch confirmation, pickup and delivery status, estimated arrival times, delays, and completion using verified information from dispatch and operations. Review incoming requests and route them to the appropriate department, including dispatch, scheduling, sales, accounting, and management. Track open requests, follow up with the responsible team, and confirm customers receive a response or resolution. Enter and maintain accurate customer, order, container, appointment, and shipment information in company systems. Coordinate with dispatch and scheduling to confirm customer instructions, delivery requirements, and changes to existing orders. Flag urgent issues such as approaching last free days, missed appointments, delivery delays, and empty-container return concerns for prompt review. Collect and organize supporting documents, including proof of delivery, delivery receipts, and empty-return receipts, and route them to the appropriate team. Handle customer concerns professionally, document the issue, and escalate matters requiring management approval. Maintain clear records and shift handoffs so pending requests and customer commitments remain visible to the team. Proactively manage and dispute per diem, detention, and demurrage charges when applicable. Request and follow up on Last Free Day (LFD) extensions, including coordinating with steamship lines, terminals, and other necessary parties. Review shipment timelines, delays, and supporting documentation to identify opportunities to prevent or reduce unnecessary per diem and storage charges. Follow up on pending disputes and extension requests to ensure timely resolutions and minimize additional costs to the company and its customers. Qualifications **Dispatching in a drayage company is required** Minimum of 4 years dispatch experience with 2 minimum drayage Hands-on experience disputing per diem, demurrage, and detention charges and obtaining Last Free Day (LFD) extensions is required. Working knowledge of steamship line procedures, terminal requirements, and documentation needed to support per diem disputes and LFD extension requests. 1 year of Port pros platform is preferred. Customer service experience required; experience in drayage, trucking, freight, or logistics preferred. Strong written and verbal communication skills and a professional, service-focused approach. Ability to prioritize multiple requests, follow through, and remain organized in a busy operation. Comfort using email, Microsoft Office or Google Workspace, spreadsheets, and transportation management systems. Attention to detail, dependable attendance, and the ability to work independently and with a team. Familiarity with container numbers, port appointments, last free days, chassis, and shipping documents is a plus. Benefits Medical, dental, and vision insurance. Paid sick time. Access to the CalSavers retirement savings program. Weekly pay by direct deposit or paper check with full-time W-2 employment. Employee recognition, team app…

View the full posting and apply