Customer Service Representative

Objective:

The Customer Service Representative (CSR) is responsible for providing responsive, professional support to healthcare clients, drivers, and internal teams. This role serves as a key point of contact for order entry, shipment tracking, issue resolution, and service inquiries within a fast-paced, time-sensitive medical logistics environment.

The Key Deliverables: 

1. Provide timely and professional customer service via phone, email, and internal systems.
2. Process order entry, shipment scheduling, and delivery updates accurately.
3. Track deliveries and proactively communicate status updates to customers.
4. Investigate and resolve service issues, delays, and customer complaints.
5. Coordinate with terminal staff, drivers, and operations leadership to ensure service accuracy.
6. Maintain accurate documentation of customer interactions and shipment records.
7. Ensure compliance with chain-of-custody procedures and customer-specific requirements.
8. Assist with preparing reports related to service performance and customer trends.
9. Support onboarding of new customer accounts as needed.
10. Maintain confidentiality and protect sensitive healthcare-related information.
11. Perform other duties as assigned to support operational success.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies: 

1. Excellent written and verbal communication skills.
2. Strong customer service orientation and professionalism.
3. Ability to remain calm and solution-focused under pressure.
4. Strong organizational and multitasking skills.
5. Attention to detail and data accuracy.
6. Proficiency in Microsoft Office (Word, Excel, Outlook).
7. Experience with transportation management systems (TMS) or CRM systems preferred.
8. Ability to work effectively in a fast-paced, deadline-driven environment.
9. Strong problem-solving and conflict resolution skills.
10. Commitment to confidentiality and compliance standards.

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Position Type / Expected Hours of Work:

Standard business hours apply; schedules may include evenings, weekends, and holidays based on operational needs and customer requirements.

Travel:

No travel required.

Background and Experience:

1. High school diploma or equivalent required.
2. 1–3 years of customer service experience preferred.
3. Experience in logistics, transportation, healthcare services, or call center environments strongly preferred.
4. Experience handling time-sensitive or high-volume service environments preferred.
5. Strong computer skills and ability to learn new systems quickly.

 Physical Demands:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.   

Other Duties:

This job description is not designed to cover a comprehensive listing of activities, duties or responsibilities required of the team member for this job. Duties, responsibilities, and activities may change per location based on business needs as well as change at any time with or without notice.

EEO Statement:

1st Choice Delivery provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Lanter Delivery Systems complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Lanter Delivery Systems expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Lanter Delivery Systems team members to perform their job duties may result in discipline, up to and including discharge.