Customer Service Representative

Universal Logistics Holdings, Inc. is a leading provider of customized transportation and logistics solutions throughout the United States, Canada, and Mexico. We deliver reliable supply chain services that include transportation, intermodal operations, contract logistics, and global trade management. By combining industry expertise with advanced technology and an extensive logistics network, we help our customers improve efficiency, reduce costs, and keep their businesses moving.

We are currently looking for a Customer Service Representative to join our Customer Support team. This is a full-time remote position that offers the opportunity to assist customers across North America while delivering exceptional service and support. As the first point of contact for customer inquiries, you will play an important role in building strong relationships, resolving concerns efficiently, and ensuring every customer receives a professional and positive experience.
 

Key Responsibilities
 

Serve as the first point of contact for customers through phone, email, chat, and other communication channels.

Respond to customer inquiries regarding shipments, transportation services, account information, billing questions, and service requests.

Provide accurate information about shipment status, delivery schedules, pricing, and company services.

Research and resolve customer concerns promptly while maintaining a high level of professionalism and empathy.

Document all customer interactions accurately within the company's customer relationship management (CRM) system.

Coordinate with dispatch, operations, warehouse personnel, drivers, and other internal departments to resolve customer issues.

Process service requests, order updates, shipment modifications, and account changes.

Monitor customer accounts to ensure timely follow-up and complete issue resolution.

Escalate complex customer concerns to supervisors or the appropriate department when necessary.

Maintain detailed records of customer communications and service activities.

Assist customers with online account access, portal navigation, and general troubleshooting.

Ensure compliance with company policies, customer service standards, and confidentiality requirements.

Identify recurring customer issues and recommend process improvements.

Support customers during high-volume periods while maintaining accuracy and professionalism.

Build positive relationships with customers by delivering courteous, timely, and solution-focused service.

Meet individual and team performance goals for response time, customer satisfaction, and quality assurance.

Participate in ongoing customer service training and process improvement initiatives.
 

Required Qualifications
 

High school diploma or equivalent required. Associate's or Bachelor's degree in Business, Communications, Customer Service, or a related field is preferred.

Previous experience in customer service, call center, account support, logistics, retail, or administrative support is preferred.

Excellent verbal and written communication skills.

Strong interpersonal skills with the ability to remain professional under pressure.

Ability to multitask and manage multiple customer requests simultaneously.

Strong problem-solving and conflict-resolution abilities.

Experience using Microsoft Office 365, Outlook, Word, Excel, and customer relationship management (CRM) software.

Comfortable learning new software and internal systems.

Excellent organizational and time management skills.

Strong attention to detail and accuracy.

Ability to work independently in a remote environment while remaining an effective team member.

Commitment to delivering outstanding customer experiences.
 

Preferred Qualifications
 

Experience supporting transportation, logistics, freight, or supply chain customers.

Experience using Salesforce, Zendesk, HubSpot, ServiceNow, or similar CRM platforms.

Knowledge of order processing, shipment tracking, and customer account management.

Experience supporting remote customers through phone, email, and live chat.

Bilingual communication skills are considered an asset.
 

Work Environment
 

This is a full-time remote position. Employees are expected to maintain a reliable high-speed internet connection and a dedicated home office suitable for handling confidential customer information.

Regular business hours are Monday through Friday, with occasional overtime or weekend availability based on operational requirements and customer demand.
 

Benefits
 

Competitive salary.

Performance-based annual bonus.

Comprehensive medical, dental, and vision insurance.

401(k) retirement savings plan with company matching.

Paid vacation, personal days, sick leave, and company holidays.

Company-paid life and disability insurance.

Employee Assistance Program (EAP).

Professional development and career advancement opportunities.

Paid training and onboarding.

Tuition reimbursement for eligible employees.

Employee referral bonus program.

Remote work flexibility.

Company-provided laptop and required equipment.

Employee wellness initiatives.

Employee discount programs.

Recognition and employee appreciation programs.

Supportive team environment with opportunities for internal promotion.