The story, step by step
From overloaded to always on
Customers needed answers, but the team couldn't keep up
TradePort coordinated shipments for customers who expected timely updates, accurate ETAs and immediate responses when something went wrong, but it relied on a very small operations team.
- After-hours shipment visibilityLoads moved overnight, but customers and carriers couldn't always reach someone.
- Expensive local dispatchersExperienced coordinators in New York made a full 24/7 team financially difficult.
- Missed updates and delayed responsesStaff juggled carrier calls, tracking, customer emails and delivery exceptions.
- Customer dissatisfactionShippers frequently had to follow up themselves to find their freight.
- Overloaded dispatchThe same people coordinated carriers, updated records, managed paperwork and answered customers.
- Limited scalabilityEvery increase in volume added pressure.
An international logistics support team
Talentige recruited specialists with freight, transportation, dispatch and customer service experience, emphasizing familiarity with North American logistics operations, time-sensitive shipments and transportation management systems.
Recruitment focused on strong English, operational accuracy and the ability to work US hours or scheduled overnight shifts. The new team supported existing dispatch and account management while improving shipment visibility.
The roles are broken down below.
Better coverage, happier customers, more capacity
- Customer satisfaction +48%Driven by faster responses and more consistent freight information.
- Team grew from 2 to 12 in six monthsWithout relying only on high-cost New York recruitment.
- 24/7 international coverageRotating coverage for tracking, exceptions and support.
- Dispatchers could focus on moving freightRoutine tracking, updates and documentation went to dedicated team members.
- 8x hiring ROI reported by Q3From improved capacity and a more efficient staffing structure.
