Customer Service Representative

Position Summary 

The Customer Service Representative serves as the primary point of contact for Mystic Logistics customers and is responsible for delivering exceptional service throughout the customer lifecycle. This role manages customer communications, shipment visibility, issue resolution, quote requests, reporting, and operational coordination to ensure a positive customer experience. The Customer Service Representative acts as a customer advocate by building strong relationships, proactively communicating shipment status and service concerns, and coordinating with internal departments to ensure timely and accurate resolutions. 

The ideal candidate is highly organized, solution-oriented, and customer-focused, with the ability to manage multiple priorities in a fast-paced transportation and logistics environment. This position requires excellent communication skills, strong attention to detail, and the ability to collaborate effectively across all levels of the organization. 

Essential Job Functions 

• This is an onsite position at our South Glastonbury, CT location. 
• Serve as the primary point of contact for customers while building and maintaining strong customer relationships. 
• Respond to customer inquiries promptly and professionally via phone or email. 
• Proactively identify, investigate, and resolve customer issues while providing timely updates through resolution. 
• Utilize internal systems such as Mystic’s SRM (to pull reports and research information), OSD Manager (to manage exceptions), Quote Generator (to enter quotes and pull mail plans for customers), PO Manager (to enter POs) to complete daily customer service functions. 
• Monitor late deliveries, delivery date specific (“in home”) and expedited shipments to identify and communicate potential delivery issues internally as well as to the customer. 
• Use Microsoft Excel to analyze data and prepare customers reports as requested. 
• Collaborate with Sales, Routing, Dispatch, LTL, Accounting and Warehouse teams to resolve questions, support customer needs and ensure timely resolution. 
• Proactively follow up on exceptions/OSD to ensure timely resolve. 
• Prepare mail plans for clients as requested to include expected delivery to the SCF as well as provide required pickup dates. 
• Manage customer quote requests and ensure timely return of completed quotes prepared by the accounting team. 
• Identify opportunities to improve customer experience, operational efficiencies, and internal processes. 
• Perform other customer service duties as assigned. 
• Proactively communicate shipment status, delays, potential service impacts, and recovery plans before customers need to ask. 
• Take ownership of customer issues from initial report through final resolution, coordinating internal resources to ensure timely and complete follow-up. 
• Advocate for customer needs by effectively communicating priorities and expectations across Operations, Routing, Dispatch, Accounting, Warehouse, and Sales. 
• Ensure customer information, shipment details, quotes, and documentation are complete, accurate, and entered into company systems in a timely manner. 
• Build trust by consistently delivering accurate information, setting appropriate expectations, and following through on commitments. 
• Rotating Saturday/weekend support needed - Serve as the primary point of contact for weekend escalations on a rotating basis.

 Education & Experience 

• High school diploma or GED. 
• Minimum of 2 years of customer service, logistics, transportation, operations support, or related experience. 
• Experience working in a high-volume customer-facing environment. 

Knowledge, Skills, and Abilities 

• Excellent verbal and written communication skills. 
• Strong customer service and relationship-building skills. 
• Professional and confident communicator. 
• Strong problem-solving, critical-thinking and decision-making abilities. 
• Ability to multitask and prioritize in a fast-paced environment. 
• High attention to detail with organizational & time management skills. 
• Proficient in Microsoft Office, especially Excel. 
• Comfortable learning and navigating multiple software systems. 
• Self-motivated with the ability to work independently and as part of a team. 
• Strong team player with the ability to collaborate across all departments and individuals at all levels of the organization. 
• Ability to adapt to different personalities and work styles. 
• Positive attitude with a strong sense of ownership, accountability and follow through. 
• Ability to remain calm and professional when handling challenging client situations. 

Physical Requirements 

• Ability to remain seated and work at a computer for extended periods. 
• Frequent use of computers, telephones, and office equipment. 
• Ability to communicate effectively in person, by telephone, and electronically. 
• Occasionally lift or move items up to 20 pounds. 

Work Environment 

• Professional office environment within a fast-paced logistics and transportation operation. 
• Frequent interaction with customers, carriers, drivers, sales personnel, warehouse employees, and company leadership. 
• Work may involve managing multiple priorities and responding to time-sensitive customer requests throughout the day. 
• Occasional overtime may be required to support business needs and customer requirements.