By Rob Hosking, Executive Director for Administrative and Customer Support, Robert Half
As the year ends, supply chains face their toughest test. Retailers launch promotions, customers demand faster deliveries and freight networks reach capacity. Success depends on drivers, warehouses and the professionals who coordinate carrier communication, manage documentation and update customers in real time.
To help meet these mounting end-of-year freight and shipping pressures, this article highlights the critical contributions of logistics specialists, administrative coordinators and customer service representatives (CSRs)—along with the strategic use of contract talent—to support smarter shipping strategies during peak season.
Freight Frenzy: Supporting Smarter Shipping Strategies
What’s driving the freight frenzy
The final quarter of the year consistently brings a surge in shipping activity. Rising e-commerce orders, holiday returns and last-minute shipments create enormous pressure on:
Carrier capacity and scheduling
Compliance documentation requirements
Real-time shipment tracking visibility
Customer communication and issue resolution
Meeting these demands requires more than infrastructure. It takes people—especially in support roles—to keep information flowing across the supply chain.
Key administrative and customer support roles
Logistics specialists
The nerve center of freight coordination, these professionals:
Schedule pickups and deliveries
Monitor real-time tracking to address delays
Optimize routes and consolidate loads to manage costs
Administrative coordinators
The unsung heroes of compliance, administrative coordinators:
Prepare and verify shipment documentation
Maintain carrier records and communication logs
Support procurement and vendor management
Customer service representatives (CSRs)
As the frontline of customer communication, CSRs:
Handle order status inquiries and delivery updates
Manage expectations and resolve complaints
Coordinate with logistics teams to provide accurate, real-time information
Robert Half’s Demand for Skilled Talent Report shows 83% of administrative and customer support leaders expect to join digital transformation initiatives in two years, highlighting the link between top customer service and revenue growth.
The value of contract talent
Scaling support quickly is one of the biggest challenges during peak shipping season. That’s why many organizations turn to contract/temporary talent to handle:
Seasonal customer service inquiries
Data entry and documentation support
Temporary logistics assistant roles
Robert Half’s research shows 60% of administrative and customer support leaders plan to use more contract talent. Bringing in trained contract staff helps maintain service levels and lets permanent teams focus on key tasks.
Smarter shipping strategies
Support teams also play a key role in implementing smarter shipping strategies that reduce stress during peak periods, such as:
Pre-booking freight lanes to avoid last-minute rate spikes
Using multi-carrier platforms for flexibility
Automating shipment documentation workflows to cut errors
Leveraging real-time tracking tools for end-to-end visibility
Employers are also investing in new systems, training and mentoring to help support staff succeed in a digital workplace. AI-powered CRM platforms and scheduling tools automate routine work, reducing manual tasks and boosting customer satisfaction.
Competing for skilled professionals
Demand for support talent is high. According to Robert Half, 94% of administrative and customer support leaders say finding skilled talent is challenging. In addition, nearly all (91%) plan to hire in the second half of 2025 — including permanent and contract talent roles. To succeed, employers are rethinking their approach to attracting and retaining top performers.
Offer competitive pay
Benchmark salaries against the Robert Half Salary Guide to ensure offers meet or beat market rates.
Offer competitive perks and benefits
Take a look at your organizations perks and benefits. Professionals are choosing employers whose offerings align with their values, lifestyles and long-term goals.
Prioritize flexibility
While many support roles are on-site, offering hybrid schedules or shift flexibility, where possible, can attract more candidates.
Invest in professional development
Technical training, mentoring and leadership programs help professionals stay engaged and grow with the organization.
Recognize and support employees
Acknowledging contributions and ensuring manageable workloads can reduce burnout during peak seasons.
Streamline hiring processes
Delays in a competitive market mean losing top candidates. Specialized recruiters help employers find high-potential professionals fast.
Wrapping up with confidence
The holiday shipping season is always demanding, but organizations can meet it with confidence. By recognizing logistics specialists, administrative coordinators and customer service representatives—and using contract talent—companies gain the agility to keep freight moving.
Take action today: Invest in your logistics, administrative and customer service teams and supplement them with contract talent to maintain agility and keep freight moving efficiently. Prioritize competitive pay, provide modern tools and establish thoughtful retention strategies so your organization emerges from the freight frenzy more resilient, smarter and ready for the year ahead.
Follow Rob Hosking on LinkedIn.
