Customer Service Representative

Customer Service Representative

We are seeking a dependable and customer-focused Customer Service Representative to support daily operations at our Baltimore terminal. This position serves as a key point of contact for truck drivers, customers, and terminal personnel and is responsible for checking in drivers, verifying paperwork, entering information into the system, and ensuring that transactions are completed accurately and efficiently. The ideal candidate is organized, professional, comfortable working in a fast-paced terminal environment, and able to communicate effectively with drivers and employees.

What your day looks like as a Customer Service Representative:

• Greet and check in truck drivers arriving at the terminal in a professional and courteous manner.
• Verify driver information, appointments, shipping documents, bills of lading, and other required paperwork.
• Review documentation for completeness and accuracy and identify missing or incorrect information.
• Enter and update driver, cargo, and transaction information in the appropriate computer systems.
• Issue instructions, tickets, paperwork, or other documentation needed for drivers to proceed through the terminal.
• Communicate with terminal operations, dispatchers, customers, and other internal departments to coordinate truck movements and cargo activity.
• Answer driver and customer questions and provide timely assistance regarding terminal procedures, cargo, appointments, and documentation.
• Maintain accurate records of truck arrivals, departures, loads, and other terminal activities.
• Monitor and manage paperwork associated with inbound and outbound cargo.
• Assist with resolving documentation or check-in issues and escalate problems when necessary.
• Ensure all transactions and documentation follow company procedures and applicable safety and security requirements.
• Maintain a clean, organized, and professional customer service area.
• Perform other duties and responsibilities as assigned.

What we're looking for as a Customer Service Representative:

• High school diploma or GED preferred.
• Previous customer service, administrative, logistics, transportation, trucking, terminal, warehouse, or port experience preferred.
• Strong attention to detail and ability to accurately review documentation.
• Comfortable working with computers and entering information into databases or operating systems.
• Strong communication and interpersonal skills.
• Ability to work effectively with truck drivers, customers, vendors, and terminal employees.
• Ability to multitask and prioritize work in a fast-paced environment.
• Strong problem-solving and organizational skills.
• Ability to remain professional and courteous when handling challenging situations.
• Previous experience in a transportation, logistics, or terminal environment is a plus.

Work Environment:

Work is performed in a busy terminal environment with frequent interaction with truck drivers and terminal personnel. Position may require extended periods of sitting or standing and frequent computer and phone use. Must be able to work effectively in a fast-paced environment, adapt to changing priorities, and perform repetitive tasks while maintaining a high level of accuracy and attention to detail. May require flexibility to work varying shifts, weekends, or holidays based on terminal operating needs. Must be able to lift up to 30lbs. Must be able to obtain and maintain a valid TWIC (Transportation Worker Identification Credential) and successfully pass a required background check. Must possess and maintain a valid driver's license.