Logistics / Transportation Customer Service Professional

Job Overview

We are a growing logistics and trucking company with a primary focus on refrigerated and dry van freight, and we are actively expanding into new freight modes. We are investing heavily in technology to shape the future of how we operate, and we are looking for a Customer Service Representative who is forward-thinking, tech-driven, and excited to grow with us. This is not a box-checking role — we're looking for a strategic thinker who can anticipate problems, connect the dots across accounts, and bring ideas to the table, not just execute tasks. This role is central to keeping our customers informed and our operations running smoothly in a fast-paced, high-volume environment.

Job Duties

• Proactively communicate shipment status, ETAs, delays, and exceptions to customers
• Manage load lifecycle from booking through delivery and POD collection
• Serve as primary point of contact for assigned customer accounts, handling inbound calls/emails and outbound proactive updates
• Partner with internal dispatch and operations teams to relay load status, appointment changes, and detention issues to customers — no direct carrier or driver contact required
• Handle service failure documentation and communicate resolution plans to customers
• Support the claims process (cargo damage, shortages) — documentation and coordination with internal claims handling
• Load booking and data entry — accurate, timely entry in TMS (order entry, rate confirmations, check calls, status updates)
• Cross-reference multiple systems throughout the day, including McLeod (TMS), Microsoft Office (Outlook, Excel, Teams), various customer portals/EDI, and Samsara (ELD/tracking)
• Schedule pickup/delivery appointments with customers, manage reschedules and expedited requests
• Relay carrier compliance requirements (washouts, temp settings, food-grade trailers) between internal teams and customers as needed
• Balance competing priorities across a high volume of active shipments simultaneously
• Willingness to cross-train into new freight modes as the company expands beyond reefer/dry van (flatbed, hazmat , etc.)
• Actively engage with new technology rollouts and process changes as the company modernizes its tech stack
• Support onboarding of new customer accounts and lanes
• Identify recurring service issues and escalate/suggest process improvements

Qualifications

• Excellent verbal and written communication skills
• Strong scheduling, planning, and organizational skills; able to manage many moving priorities at once
• Ability to thrive under pressure in a fast-paced, high-volume environment while remaining calm and clear with customers
• Positive attitude and patience, especially when handling difficult customer situations
• Ownership mentality — follows an issue through to resolution rather than handing it off
• Strategic thinker who anticipates issues and looks for ways to improve processes, not just a box-checker
• Comfortable with ambiguity and change as the business scales; curious and adaptable rather than resistant to new tools
• Proficiency with Microsoft Office (Excel, Outlook) required; experience with McLeod, Samsara, or similar TMS/ELD platforms strongly preferred
• Ability to quickly learn and navigate multiple software systems and customer portals simultaneously
• Forward-thinking, technology-driven mindset — comfortable adopting new tools and platforms as the company invests in ongoing technology implementations

Pay: $45,000.00 - $52,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Account Management: 1 year (Required)

Ability to Commute:

• Walbridge, OH 43465 (Required)

Work Location: In person

Salary : $45,000 - $52,000