What are the responsibilities and job description for the Customer Service Rep position at Frozen Food Express?
Customer Service Representative
Frozen Food Express
Lancaster, TX | Full-Time | On-Site
Frozen Food Express is seeking an experienced Customer Service Representative to join our team in Lancaster, TX. As a leading temperature-controlled LTL carrier, FFE supports many of North America’s largest food manufacturers, retailers, and distributors.
This role combines customer account ownership and shipment execution. The Customer Service Representative serves as the primary point of contact for assigned customer accounts while ensuring accurate order entry, shipment visibility, and proactive service resolution across the FFE network.
The ideal candidate is comfortable managing high shipment volume, complex service issues, and customer relationships in a fast-paced transportation environment.
Key Responsibilities
- Serve as the primary point of contact for assigned customer accounts
• Enter and manage shipment orders via phone, email, fax, or EDI into the AS400 operating system
• Monitor freight movement and proactively communicate shipment status updates to customers
• Research and resolve service exceptions, documenting service failures and corrective actions in the system
• Partner with dispatch, terminal operations, and other departments to ensure accurate pickup and delivery execution
• Maintain strong customer relationships through consistent communication and proactive problem solving
• Escalate critical service issues and coordinate solutions across internal teams when necessary
• Maintain accurate shipment documentation and customer account information within operating systems
• Identify service concerns, declined business, or growth opportunities and communicate them to the sales team
• Manage multiple shipments, priorities, and customer inquiries simultaneously in a fast-paced LTL environment
Qualifications
- 3 years of customer service experience required
• Transportation, logistics, or supply chain experience strongly preferred
• Experience working in LTL, cold chain, or freight brokerage environments is a plus
• Working knowledge of AS400, EDI tendering, or transportation management systems preferred
• Strong communication skills with the ability to interact professionally with customers and internal operations teams
• Excellent problem-solving and organizational skills
• Ability to manage high shipment volumes while maintaining accuracy and attention to detail
• Proficiency in data entry, keyboarding, and general computer systems
This is not an entry-level administrative position. The role requires a customer service professional capable of balancing detailed shipment entry with proactive account management in a dynamic transportation environment.
The statements above are intended to describe the general nature of the list of job requirements and/or duties performed by the employees and may not contain all capabilities necessary to perform the job at all times due to circumstances. Statements are not intended to be construed as an exhaustive list of all duties. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected to and must be able to perform all such duties and tasks.
Employment will require a criminal background investigation and a drug/alcohol screening. While FFE promotes a drug free workplace, we no longer include marijuana in our comprehensive pre-employment drug screening program for any positions not regulated by the Department of Transportation. Impairment in the workplace is strictly prohibited and we will continue to test for all drugs and alcohol in compliance with our Reasonable Suspicion Policy.
Frozen Food Express is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origins, disability status, protected veteran status, sexual orientation, gender identity, age, pregnancy, genetic information, or any other characteristic protected by law.
Benefits: Our competitive benefits package will include health care (medical, dental, and vision), matching 401(k) retirement plan, $25,000 in company paid life insurance, disability plans, vacation, sick time and more. Find out what other benefits FFE has to offer when you choose to start your career with us!
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Salary : $25,000