Customer Service Representative

The Customer Service Representative serves as the primary contact between MCK Trucking and its customers, ensuring effective communication, dependable transportation service, and accurate, timely billing.

This position works closely with Planners, Driver Managers, Sales, and Accounting to coordinate freight movements, resolve service issues, maintain accurate information in McLeod, and ensure all transportation services are properly invoiced.

The position also supports customer retention and business growth by identifying additional transportation opportunities.

Key Responsibilities

1. Customer Service & Communication

• Serve as the primary contact for assigned customers, maintaining strong professional relationships.
• Respond promptly to customer inquiries, requests, and concerns.
• Provide proactive shipment updates, including delays, service exceptions, and delivery confirmations.
• Understand customer-specific transportation requirements, service expectations, and billing procedures.
• Resolve customer concerns professionally and follow through until completed.

2. Load Management & Operations Coordination

• Receive, review, and enter customer load tenders and shipment information into McLeod.
• Verify pickup and delivery appointments, freight requirements, rates, and special instructions.
• Coordinate with Planners and Driver Managers to ensure customer commitments are met.
• Utilize Samsara to monitor shipment locations, arrival and departure times, and potential service failures.
• Identify operational issues early and coordinate corrective actions.

• Maintain accurate shipment records and ensure completed loads are ready for billing.

3. Transportation Billing & Revenue Protection

• Process accurate and timely customer invoices through McLeod.
• Verify freight charges against customer contracts, rate agreements, and approved pricing.
• Ensure proper billing of linehaul, fuel surcharges, detention, layovers, stop-offs, and other accessorial charges.
• Review Bills of Lading (BOLs), Proofs of Delivery (PODs), and other required documentation.
• Utilize Samsara information to verify detention and support accessorial billing.
• Submit invoices and documentation through customer portals, EDI, or other required methods.
• Identify and resolve missing paperwork, incorrect rates, invoice rejections, and billing discrepancies.
• Monitor completed but unbilled loads to minimize billing delays and lost revenue.
• Coordinate with Accounting regarding disputed invoices, short payments, and billing adjustments.

4. Sales Support & Customer Development

• Develop an understanding of MCK's transportation services, capabilities, and operating network.
• Identify opportunities for additional freight volumes, new lanes, and expanded customer services.
• Communicate potential business opportunities to Sales and management.
• Support customer retention through dependable service and strong relationships.
• Assist with customer onboarding and gathering information for new business opportunities.

5. Teamwork & Continuous Improvement

• Maintain effective communication with Operations, Sales, and Accounting.
• Participate in daily operational discussions regarding service issues, customer priorities, and billing concerns.

• Identify recurring service or billing problems and recommend corrective actions.
• Support improvements in customer satisfaction, operational efficiency, billing accuracy, and profitability.

Required Qualifications

1. Experience & Technical Skills

• Minimum of one (1) year of experience in the trucking industry required.
• McLeod Transportation Management System (TMS) experience required.
• Samsara GPS tracking and fleet management experience required.
• Experience in transportation customer service, operations, dispatch support, or billing.
• Working knowledge of freight rates, fuel surcharges, accessorial charges, and transportation documentation.
• Basic sales skills, including customer relationship development and identifying business opportunities.
• Proficiency in Microsoft Outlook, Excel, and standard business applications.

2. Professional Skills

• Strong verbal and written communication skills.
• Excellent organization, accuracy, and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and customer service abilities.
• Ability to work independently and collaboratively.
• Professional, dependable, and accountable.

Accountability & Decision-Making

The Customer Service Representative / Billing Specialist is responsible for customer communication, shipment visibility, service coordination, billing accuracy, invoice processing, and identifying additional business opportunities.

The position works within established company policies and pricing guidelines. Changes to dispatch plans, equipment commitments, customer rates, billing credits, or additional expenses require appropriate management authorization.

Overall Position Objective

Ensure MCK Trucking delivers exceptional customer service, meets transportation commitments, accurately bills all services performed, and protects customer relationships and company profitability.