Customer Service Representative

Customer Service Representative

The Customer Service Representative is responsible for routing and tracking freight from the point of entry into the system through final delivery. This role involves managing inbound calls, emails, and online requests, ensuring accurate data entry into eShipping's Transportation Management System (TMS), and providing customers with Bills of Lading, shipment quotes, and real-time status updates Specialists are expected to deliver exceptional customer service while resolving issues such as missed pickups, missing tracking numbers, and rescheduling shipments as needed. The team also supports monthly reporting, shipment history analysis, and problem-solving under strict deadlines. This position plays a vital role in the seamless and timely delivery of transportation management services and collaborates regularly with the Solutions, Account Management, Finance, and Executive teams.

Essential Duties and Responsibilities

Duties include but are not limited to the following:

• Field inbound calls, emails, and online shipment requests
• Build and process shipments in eShipping's TMS
• Generate and provide Bills of Lading to vendors
• Deliver shipment quotes, updates, and tracking information to customers
• Determine timely and cost-effective transit routes
• Investigate missed pickups, diagnose issues, and reschedule as necessary
• Identify opportunities to improve shipment margin
• Maintain proactive communication with vendors and customers
• Support reporting, data analysis, and problem resolution under deadlines
• Perform other administrative duties as assigned

Required Skills and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work independently while maintaining collaboration with leadership
• Strong communication and customer service skills, with a professional and courteous demeanor
• High sense of urgency and proactive initiative
• Proficiency in Microsoft Office and basic technical skills
• Ability to manage multiple priorities in a fast-paced team environment

Minimum Education and Experience

High school diploma or equivalent

Prior industry or logistics experience preferred but not required

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This description reflects management's assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.

Physical Demands: While performing the duties of this job, the employee is regularly required to remain in a stationary position for at least 50% of the time. The employee needs to occasionally move about inside the office to access file cabinets, office machinery, etc. The general level of physical activity would be defined as sedentary. The employee is regularly required to operate a computer and other office productivity machinery, such as a calculator, telephone, copy machine, and printer. Some movements of the hands, arms, and wrists may involve repetitive motions. Specific vision abilities required by this job include the ability to detect, determine, perceive, identify, recognize, judge, observe, inspect, estimate, and assess various activities and surroundings.

Cognitive/Mental Requirements: While performing the duties of this job, the employee is regularly required to comprehend and use basic language, either written or spoken, to communicate simple and complex information, ideas, and information. The employee is also required to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information, and deal with abstract variables for unique or unfamiliar situations. The employee must use problem-solving skills to formulate and apply appropriate courses of action for routine or familiar situations. The employee may be required to perform numerical operations including basic counting, adding, subtracting, multiplying, and dividing or more complex quantitative calculations.

Work Environment: While performing the duties of this job, the employee is inside a central heat and air-conditioned office building. The noise level in the work environment is minimal.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of an employee. Duties, responsibilities, and activities may change at any time with or without notice.

eShipping LLC is an equal opportunity employer.