A logistics assistant who chases the shipment so you do not have to
From customer communication to POD processing and shipment tracking, Kapwa Support helps your team reduce administrative workload so they can focus on delivering results.
The problem
Logistics work is rarely complicated. It is constant.
Inboxes fill up. Customers ask for shipment updates. PODs need to be requested and processed. Rates need to be updated. Shipments need to be tracked and followed up before customers start asking questions.
None of these tasks are difficult on their own. Together they take up hours every day and pull valuable time away from operations, customer relationships and business growth.
The difference is rarely expertise. It is consistency. Having someone who follows up, keeps systems updated, monitors shipments and makes sure nothing falls through the cracks.
That is where Kapwa Support helps.
What your assistant handles
Customer support
Answering customer enquiries about shipments, bookings and service options
Providing shipment status updates before the customer has to ask for them
Following up on open service requests until they are genuinely closed
Handling routine customer correspondence in your tone, within agreed guidelines
Escalating anything sensitive to your team with the context already gathered
01
Email management
Monitoring shared and operational inboxes throughout the working day
Prioritising and labelling messages so the urgent ones surface first
Routing requests to the right person or department without them sitting unread
Following up on pending actions and chasing responses that have gone quiet
Keeping the inbox at a workable level rather than a permanent backlog
02
Track and trace management
03
Tracking shipments daily across carrier portals and your own systems
Monitoring for delays, exceptions and consignments that have stopped moving
Reporting status to customers and to your team on an agreed rhythm
Chasing carriers on stuck or missing shipments and recording what they say
Flagging problems before your customer notices them
Proof of delivery processing
Requesting PODs from carriers and following up until they arrive
Checking received PODs for completeness and legibility before filing
Organising documentation so it can be retrieved without searching
Updating internal systems and closing off completed shipments
Keeping a visible list of what is still outstanding and how long it has been
04
Rate database maintenance
Entering and updating rates as new agreements and surcharges come through
Maintaining the rate database so quotes are built on current figures
Data entry and structured administration across your operational systems
Validating information against source documents rather than assuming
Flagging inconsistencies and expiring agreements before they cause a mispriced quote
05
Who is it for
Freight forwarders
Logistics service providers, including 3PL and 4PL
Transport companies
Customs brokers
Supply chain teams
Distribution and warehousing companies
06
How it works
1. Book a discovery call
A short conversation about your volumes, your systems and where the daily time actually goes. No obligation and no sales sequence.
2. We match on operational fit
Freight forwarding, transport and warehousing run at different rhythms and use different systems. You meet the assistant before anything is agreed.
3. Your systems, not ours
We do not ask you to adopt a platform. Your assistant works inside the tools you already run, whether that is a transport or freight management system, a carrier portal, a shared inbox or a set of spreadsheets.
4. A daily checklist, written down
Onboarding turns your process into a documented routine: what gets checked, in what order, what triggers an escalation and who gets told. Consistency is the entire product here.
5. Exceptions come to you, routine does not
Within a few weeks you should be hearing about the shipments that need a decision, not the ones that are running fine.
Why Kapwa Support
Logistics knowledge
We understand how logistics operations work and why timely communication, accurate documentation and reliable follow up matter. Your assistant is briefed on your lanes, your carriers and your service commitments before they handle a live customer.
Dedicated professionals
Our team members are carefully selected, trained and committed to delivering consistent support. We pay top of the market pay with performance bonuses and paid vacation recognition, because in a role built on accumulated knowledge of your carriers, customers and exceptions, retention is a quality decision before it is anything else.
Cost effective growth
Scale your support capacity without the expense of an additional full time local hire, and without dropping to the quality level that price usually buys.
People first
Kapwa is a Filipino idea about shared identity and mutual regard, seeing yourself in the person across from you. It is where our name comes from and it is how we build long term partnerships, with our clients and with the people doing the work.
What is included
A dedicated logistics assistant, not a rotating pool
A documented daily routine and escalation rules
Transparent time tracking with no screenshot monitoring
Regular status and exception reporting
Replacement cover if the fit is wrong, within [insert replacement turnaround]
Pricing
Starting from €35/hour, with rates decreasing as your monthly hours increase.
Frequently asked questions
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Yours. We do not ask you to move to a platform of our choosing or add a tool to your stack. Your assistant works inside the systems you already use, whether that is a transport or freight management system, a carrier portal, a shared inbox or a set of spreadsheets. Tell us what you run and we will confirm the fit before you commit.
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They prepare and maintain the paperwork and liaise with your broker or freight forwarder. They do not act as a licensed customs broker and do not make classification, valuation or clearance decisions.
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Yes, within limits you set during onboarding. Most clients give their assistant a named identity on your domain, so customers and carriers deal with a consistent contact rather than an unfamiliar address.
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Access is scoped to the role, granted through a password manager with multi factor authentication and revoked immediately when a placement ends. Retention periods are documented, and we sign a Data Processing Agreement with Standard Contractual Clauses for transfers.
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Hours are agreed at the start and chosen to overlap with your carriers, suppliers and warehouse.
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Escalation rules are agreed during onboarding. Your assistant gathers the timeline, the tracking history and the carrier correspondence, then brings it to you ready to act on rather than starting the investigation at your desk.
Stop chasing shipments yourself
Tell us your volume, your carriers and where the delays come from. We will tell you honestly what a dedicated assistant can take off your hands.