Customer Service Representative

Job Description

Job Description

Customer Service Representative

Customer-First | Detail-Oriented | Proactive Communicator

Location : Owatonna, MN
Salary: $45,000-$60,000 based on experience, skills, and industry knowledge
Benefits: Comprehensive medical, dental, vision, life insurance, 3% IRA match

About TraLo! TraLo Inc. is a family-owned transportation company based in Owatonna, Minnesota, delivering safe, reliable freight and logistics solutions across the U.S. and Canada. We value integrity, personalized service, continuous improvement, and employee growth. Our collaborative, professional work environment supports personal and team growth, ensuring we deliver reliable logistics services every time.

About the Role: 
The Customer Service Representative will serve as the primary point of contact for key TraLo customer accounts, owning day-to-day communication and monitoring freight from pickup through delivery. This role partners closely with the TraLo Dispatch Team to ensure freight is covered and service issues are communicated and resolved promptly. Success is measured by response time, timely shipment updates, proactive issue communication, customer satisfaction and retention, and freight coverage and service performance.

What You'll Do:

• Own Customer Accounts: Serve as the primary contact for assigned customer accounts and respond to emails, calls, and requests promptly and professionally.

• Provide Proactive Updates: Share pickup, transit, delivery, delay, and service-exception updates before customers have to ask.

• Monitor Shipments: Track assigned freight from tender through final delivery, including appointments, shipment status, and follow-up.

• Coordinate with Dispatch: Work daily with the TraLo Dispatch Team to confirm freight coverage and communicate customer priorities and changes.

• Communicate Issues Early: Notify customers promptly when capacity, scheduling, equipment, weather, driver, or other issues may affect their freight.

• Problem-Solving: Investigate concerns, coordinate solutions, and follow each issue through to resolution.

• Maintain Records: Keep accurate customer instructions, shipment notes, and service-issue documentation.

• Build Relationships: Earn customer trust and identify opportunities to improve service and account retention.

What You'll Need:

• High school diploma or equivalent.

• Previous experience in transportation, logistics, trucking, customer service, dispatch, or account management preferred.

• Strong written and verbal communication skills.

• Excellent organization, follow-through, and attention to detail.

• Ability to prioritize multiple shipments, requests, and deadlines in a fast-paced environment.

• Professional problem-solving skills and a customer-first mindset.

• Working knowledge of Microsoft Outlook, Excel, and business systems.

• Knowledge of freight movement, shipment tracking, appointments, and common transportation service issues preferred.

• Experience managing direct communication for key customer accounts preferred.

• Ability to collaborate effectively with customers, dispatchers, drivers, and operations personnel.