Customer Service Representative

Job Description

Job Description

Principal Function: The Customer Service Representative 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.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty according to the requirements of NOW Courier. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

Education and/or Experience: Associate’s Degree (A.A.) or equivalent from a two-year college or technical school; and two years of related experience and/or training; or equivalent combination of education and experience. Previous experience working in the logistics and distribution industry is desired.

Other Skills and Abilities:

• Highly organized and detail oriented.
• Resourceful and creative.
• Analytical skills and problem-solving ability.
• Comfortable using TMS, GPS tracking, and communication systems
• Basic knowledge of DOT regulations and hours-of-service concepts
• Ability to adhere to time and attendance policies.
• Must exhibit professionalism and be effective working with customers, contractors, vendors, and employees.
• Skillfully convey information on a wide range of topics to a diverse target audience.
• Influencing and consultative skills are critical.
• Proficient with commonly used office software, including but not limited to: MS Word, Excel, PowerPoint, Outlook, as well as telephone and internet communications.
• Ability to be assessable to contractors and employees as determined by department standards.
• Ability to handle confidential information.
• Maintain regular and punctual attendance.
• Effective prioritization and time management skills.
• Ability to work in a fast-paced, high-pressure, deadline driven environment.
• Strong initiative to strive for continuous accuracy, quality, and timeliness of information.
• Ability to build and maintain effective relationships through strong interpersonal skills with emphasis on relationship-building and consistent demonstration of solid professional judgement.
• Ability to manage multiple projects and tasks simultaneously.
• A genuine commitment to quality on behalf of the company while building a corporate culture committed to excellence is mandatory.
• Must have and maintain a verifiable Driver’s License, demonstrated safe driving record, and remain insurable through the company’s liability insurance carrier as applicable.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel; reach with hands and arms; and talk or hear. The employee frequently will stand; walk; and lift and/or move up to 25 pounds without an assistive device (greater weights may be required with the use of an assistive device). The employee occasionally will climb or balance; stoop, kneel, crouch, or crawl.

Specific vision abilities required by this job include close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more), color vision (ability to identify and distinguish colors), peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point), depth perception (three-dimensional vision, ability to judge distances and spatial relationships), and the ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities

This job operates primarily in a professional office environment with minimal safety/health hazard potential. However, job duties may require one to operate in a warehouse environment with moderate safety/health hazard potential. The noise level in the work environment is usually quiet to moderate. This role is required to be on-site.

While the offices of company are open from 8AM to 5PM, Monday through Friday, this job will require work beyond these hours which may include weekends and holidays.

Benefits

As an award-winning company, our employees are the most important force driving our continued success. We offer a challenging and supportive environment with opportunities to learn, grow, and contribute - that's why 93% of current employees would recommend NOW Courier to a friend for employment according to our annual Culture Audit.

We invite you to explore our company and bring your skills and expertise to our highly talented team of professionals who are passionate about their work. A satisfying and rewarding career with competitive compensation, comprehensive health care, 401k/profit sharing, paid time off, corporate philanthropy, employee & family events, and more is our commitment to you.

EOE M/W/Vets/Disabled