Customer Service Representative

Customer Service Representative 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.