Customer Service Representative

Position Overview

The Customer Service Representative (CSR) serves as the primary day-to-day contact for customers and is responsible for coordinating transportation services to ensure customer expectations are met. This position manages customer orders, communicates service requirements, monitors shipment status, and works closely with dispatch, drivers, railroads, steamship lines, and terminals to ensure efficient service execution. The CSR exercises independent judgment when coordinating customer needs, managing service requirements, and supporting operational performance.

Primary Responsibilities

·         Receive, schedule, and manage customer transportation requests while ensuring service commitments are met.

·         Communicate customer requirements, delivery schedules, appointment times, and special instructions to dispatch and operations personnel.

·         Enter and maintain accurate order information within company operating systems.

·         Monitor shipments and provide customers with timely updates regarding delivery status, delays, and service issues.

·         Coordinate with railroads, steamship lines, depots, terminals, and other service providers to ensure freight moves efficiently through the supply chain.

·         Verify rail billing, equipment releases, bookings, and required documentation prior to movement of freight.

·         Monitor import and export shipments to ensure compliance with customer requirements, railroad requirements, and applicable regulatory guidelines.

·         Prepare customer reports, shipment tracking reports, activity reports, and other operational reports as required.

·         Identify service failures, operational challenges, and customer concerns, and escalate issues to management when appropriate.

·         Work collaboratively with dispatch, operations, and management teams to support service performance and customer satisfaction.

·         Propose process improvements that enhance customer service and operational efficiency.

·         Create, update, and maintain customer and location profiles within company systems.

·         Support dispatch operations as business volume and staffing needs require.

·         Participate in special projects and other duties as assigned.

Requirements

·         Strong customer service and relationship management skills.

·         Excellent verbal and written communication skills.

·         Strong organizational skills with attention to detail.

·         Ability to manage multiple priorities in a fast-paced transportation environment.

·         Strong problem-solving and decision-making abilities.

·         Proficiency with Microsoft Office and transportation management systems.

·         Ability to work independently and as part of a team.

Knowledge Preferred

·         Transportation, trucking, intermodal, rail, and port operations.

·         Import/export processes and documentation.

·         U.S. Customs and freight movement requirements.

·         Customer service best practices within the transportation and logistics industry.

·         Experience Preferred

·         Transportation, logistics, trucking, intermodal, or customer service experience.

·         Experience working with transportation management systems and customer reporting tools.

Key Performance Indicators (KPIs)

·         Customer satisfaction and responsiveness

·         Order accuracy and data integrity

·         On-time service performance

·         Shipment visibility and communication

·         Service issue identification and resolution

·         Productivity and workload management

·         Compliance with company policies and procedures