International Customer Support Specialist

Global Sticks Express (d/b/a ShipSticks) is a leading logistics company specializing in innovative shipping solutions. Our

mission is to provide efficient, reliable, and customer-focused services worldwide. We are committed to excellence,

continuous improvement, and delivering exceptional customer satisfaction. We’re seeking an International Specialist to join

our growing international team — an opportunity to be part of a fast-paced environment with strong career growth and

internal promotion opportunities.

• In-Transit Shipment Management: Monitor all in-transit international shipments end-to-end across every carrier (DHL,

FedEx, and international partners), proactively identifying and resolving carrier issues before they cause delays.

• Exception Resolution: Own the resolution of misroutes, held packages, failed pickups, and delivery failures, driving

each to resolution directly with the carrier.

• Customs Coordination: Coordinate closely with customs authorities and clearance partners to keep shipments moving

through borders without preventable holds, managing daily pre-alerts and delivery confirmations.

• Client & Partner Communication: Serve as the go-to point of contact for clients and partners, providing clear, proactive

updates from pickup through final delivery and setting accurate expectations ahead of any delay or hold.

• Visibility & Reporting: Maintain daily visibility across all international shipments in a single source of truth, and own

the daily International Report workflow with accurate, up-to-date data every morning.

• Operational Metrics: Track and report on key metrics — exceptions, delays, clearance times, and on-time delivery — to

surface trends and problem lanes, and provide feedback to improve reporting and tooling.

• Escalation Support: Serve as an escalation point for booking agents on time-sensitive or at-risk shipments, ensuring

nothing stalls without an owner.

• Preferred background in logistics, operations, customer service, or a related field

• Strong organizational skills with the ability to prioritize and manage multiple time-sensitive tasks

• Detail-driven with a proactive, ownership-oriented approach to problem solving

• Excellent written and verbal communication skills

• Strong critical thinking and the ability to resolve complex cross-border logistics issues

• Professional and positive demeanor with a willingness to grow within the role

This role is intentionally structured for growth. Based on demonstrated performance and international volume, the position

advances from International Specialist (day-to-day execution) to International Coordinator (greater ownership across

shipments, partners, and process) and ultimately International Supervisor (team leadership and full operational

accountability).