Customer Service Representative

Customer Service Agent

Principal Function: The Customer Service Agent supports on-demand courier, expedited, semi, and flatbed operations by delivering timely, accurate, and professional customer communication throughout the shipment lifecycle. This role directly contributes to on-time performance, service reliability, and customer satisfaction metrics by coordinating closely with drivers and operations teams and responding effectively to time-sensitive service needs.

Essential Duties and Responsibilities: Duties include, but are not limited to:

• Delivers the customer experience strategy across a range of touch points, channels, services, and solutions.
• Serve as a reliable communication link between customers, drivers, and operations teams
• Provide proactive shipment updates for on-demand, courier, expedited, and scheduled loads
• Clearly communicate ETAs, delays, and exceptions to prevent service escalations
• Maintain professional, solution-focused communication during high-pressure or time-critical situations
• Accurately enter and update shipment details in the TMS
• Ensure special instructions are captured for flatbed freight, including securement requirements, photos, permits, or customer-specific handling
• Process proof of delivery (POD), bills of lading, and other shipment documents in a timely manner
• Maintain complete, audit-ready records of customer communications and service actions
• Adapt support approach based on service type (on demand vs. scheduled, courier vs. flatbed)
• Proposes changes to improve the customer experience.
• Answers questions regarding accounts and services.
• Ensures compliance with customer Service Level Agreement (SLAs).
• Tracks repeated customer service issues and notifies various teams who can resolve these issues and improve the quality of services and the customer experience.
• Surveys customers to ensure their issues have been resolved in a satisfactory manner.
• Enters and tracks service orders and ensures account information and recorded data is accurate.
• Process Proof of Delivery (POD), bills of lading, and other shipment documents in a timely manner.
• Maintain complete, audit-ready records of customer communications and service actions
• Solicits interest of new or additional services; handoffs information to appropriate sales representative.
• Coordinates with Sales Department to onboard new customers.

Supervisory Responsibilities: This job has no employee supervisory responsibilities.