Customer Service Representative

JOB SUMMARY 

The Customer Service Representative is the primary point of contact for customers, delivering courteous, professional, and timely support across phone, email, and chat. This role works closely with operations and other internal teams to ensure accurate, responsive service and is committed to providing an exceptional customer experience at every interaction. 

ESSENTIAL JOB DUTIES 

• Maintain a courteous, helpful, and professional demeanor in all customer interactions. 
• Answer incoming customer calls promptly and professionally. 
• Gather information from customers to generate quotes and schedule shipment requests. 
• Route calls and inquiries to the appropriate department or individual. 
• Respond to customer emails on a range of topics, including pickup cut-off times, delivery status, transit times, freight restrictions, special requests, and rate quotes. 
• Provide accurate, timely information regarding shipments and services. 
• Flag customer opportunities, concerns, or service issues to Sales staff and/or the Customer Service Supervisor. 
• Complete all data entry accurately and on schedule. 
• Collaborate with coworkers and other departments to support smooth daily operations. 
• Contribute to a positive, productive team environment through clear and professional communication. 
• Perform general clerical and administrative tasks as needed. 
• Complete other duties as assigned. 

JOB SPECIFICATIONS 

Skills and Knowledge  

• Minimum of three years of customer service experience required. 
• Excellent interpersonal, communication, and customer service skills. 
• Strong attention to detail and organizational skills. 
• Ability to work effectively in a team environment and under pressure. 
• Proficient computer skills, including data entry and general office software. 
• Ability to follow instructions and work independently with minimal supervision. 
• Knowledge of the transportation and logistics industry preferred. 

Work Conditions 

• Remote based position, office work may be available depending on location and business needs. 
• Frequent telephone communication, typically accounting for 75–90% of the workday. 
• Ability to maintain concentration in a fast-paced environment with multiple phone lines and emailed customer interactions. 
• Extended periods of computer use. 

Physical Demands 

• Sitting for extended periods, approximately 75–90% of the workday. 
• Frequent use of a computer, keyboard, mouse, and telephone. 
• Ability to communicate effectively by phone and email throughout the workday. 

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