LTL Customer Service Representative

Job Description

Job Description

Position Overview

The LTL Customer Service Representative is a critical, customer-facing role responsible for managing both Dry and Temperature-Controlled Less-Than-Truckload (LTL) shipments, from booking through final delivery for TVG’s account base. You'll serve as the primary point of contact for assigned customers — owning communication, rate quoting, exception resolution, service recovery, and account relationship health on a day-to-day basis.

Working with J.B. Hunt 360&degree; and TVG’s Cold Chain Rate Request and Carrier Search tools, you’ll ensure every shipment is executed efficiently, every service issue is resolved proactively, and every customer interaction reflects TVG’s standard of relentless customer service. This role is a great fit for someone who is tenacious, driven by account success, and energized by a fast-paced, deadline-driven freight environment.

What You'll Do

Customer Account Management

• Serve as the primary point of contact for assigned managed customer accounts, owning the relationship from shipment initiation through delivery and billing resolution

• Manage multiple customer accounts concurrently while consistently meeting service deadlines and communication standards

• Build and maintain strong, trust-based relationships with customer contacts at all levels

• Communicate professionally with customers, accounts, and team members in person, by phone, and by email

Rate Quoting and Shipment Coordination

• Manage the spot rate quotation process for Dry and Temperature-Controlled LTL services, using J.B. Hunt 360&degree; and TVG’s Cold Chain Rate Request and Carrier Search tools, providing customers with accurate, competitive pricing in a timely manner

• Consult with LTL carriers to confirm capacity, appointments, and service compliance for assigned freight

• Plan, schedule, and manage LTL freight movements to ensure efficient routing and on-time pickup and delivery

• Coordinate pickup and delivery appointment windows with carriers and communicate schedule changes to customers immediately

In-Transit Monitoring and Exception Management

• Monitor all in-transit LTL shipments daily; proactively identify at-risk or delayed loads before they become customer-facing service failures

• Develop and execute timely resolutions to transit delays, notifying customers of service exceptions the same business day they’re identified

• Determine the most cost-effective recovery plan for missed pickups and failed deliveries, presenting solutions before escalating to management

• Maintain a rolling service exception log and review open exceptions with management regularly

Customer Communication and Issue Resolution

• Resolve customer issues quickly and effectively

• Assess customer situations quickly and escalate to management when issues exceed authority or require senior decision-making

• Maintain a proactive communication posture to ensure customers don’t learn of service issues before TVG

Customer Billing Support

• Support the Accounting team by:

– Interpreting LTL tariffs accurately to identify billing errors and flag unauthorized accessorial charges

– Assisting with securing and filing BOLs, rate confirmations, PODs, and carrier invoices, as needed

What You'll Need

• High school diploma required; Bachelor’s degree in a related field preferred

• 2+ years of experience in transportation/logistics preferred, ideally within LTL

• 2+ years of customer service experience preferred

• Comfort working within a TMS (transportation management system) and other digital rate/quote tools

• Strong written and verbal communication skills, with a professional phone and email presence

• Ability to manage multiple accounts and competing deadlines in a fast-paced environment

What Makes You a Great Fit

• A tech-forward mindset — you're excited (not intimidated) by AI tools and automation that streamline workflows and eliminate manual, repetitive tasks

• Tenacious and driven, with a genuine passion for account success and customer satisfaction

• Thrives under pressure and enjoys the pace of a deadline-driven freight environment

• A proactive problem-solver who takes ownership of issues rather than waiting to be told

• Detail-oriented, especially when it comes to documentation, billing, and data accuracy

• A natural relationship-builder who earns trust with customers and teammates alike

• Curious and coachable — always looking to deepen industry and product knowledge

• Comfortable with change and continuous process improvement

\nCompany Description

The Vectura Group (TVG) was built on a simple belief: Customers deserve more than a transactional relationship. As an authorized agent for J.B. Hunt Transport Services, we bring enterprise-level logistics expertise, best-in-class technology, and global scale to every customer we serve — and we do it with a relentless commitment to service, integrity, and excellence.

Company Description

The Vectura Group (TVG) was built on a simple belief: Customers deserve more than a transactional relationship. As an authorized agent for J.B. Hunt Transport Services, we bring enterprise-level logistics expertise, best-in-class technology, and global scale to every customer we serve — and we do it with a relentless commitment to service, integrity, and excellence.