Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to support government and military shipping customers from Nashville, Tennessee in a Contract position. This role focuses on delivering responsive service, resolving shipment and booking concerns, and working closely with internal operations teams and external partners to keep freight moving efficiently. The ideal candidate brings strong customer support experience, sound judgment, and the ability to manage multiple service needs in a fast-paced environment.

Responsibilities:
• Manage customer inquiries from government and military accounts by investigating issues, providing timely updates, and driving resolution through established service procedures.
• Review and support shipment bookings, including coordination for vessel space, equipment availability, and operational alignment with internal teams.
• Monitor cargo activity and documentation to help maintain accurate booking records, service quality standards, and on-time follow-through.
• Partner with terminals, transportation providers, rail contacts, and other vendors to address delivery challenges and keep shipments progressing smoothly.
• Offer guidance on transportation options, routing considerations, and terminal-related questions to help customers make informed shipping decisions.
• Assist with pricing and rate-related requests by supporting quote preparation, basic rate interpretation, and coordination with the appropriate internal stakeholders.
• Handle escalated service matters with professionalism, using sound judgment to balance customer needs, process requirements, and cost-conscious solutions.
• Contribute to special assignments and coordinate competing priorities across multiple tasks while maintaining consistent service performance and communication.• Bachelor’s degree or an equivalent combination of education and relevant work experience.
• Strong English communication skills, including clear verbal and written interaction with customers and internal partners.
• Previous experience in customer service, call center support, or order entry in a fast-paced business environment.
• Ability to manage inbound and outbound customer communications while maintaining accuracy and professionalism.
• Comfortable resolving problems, coordinating across teams, and following issues through to completion.
• Working knowledge of shipment support, logistics coordination, or transportation-related customer service is preferred.
• Proficiency with standard office systems and the ability to perform detailed computer-based work for extended periods.
• Ability to occasionally lift items up to 20 pounds in an otherwise office-based setting.