Customer Service Representative - Logistics

Customer Service Representative

BEST Logistics Group is excited to add a dynamic Customer Service Representative to its Charlotte based Logistics Team, supporting our Key Account Managers.

At BLG, our Key Account Managers (KAMs) drive growth, strategy, and customer relationships. As a Customer Service Representative, you will own the day-to-day execution for assigned accounts, ensuring every load, communication, and issue is handled with precision and urgency. You are the operational backbone and a trusted partnerfreeing Key Account Managers to focus on growing the business.

This is not a support role. This is a trust-based execution partnership, where 1 CSR supports 2 KAMs and plays a critical role in customer experience and revenue growth.

The purpose of this role is to enable Key Account Managers to spend more time on growth, strategy, and relationships by owning execution, communication, and problem resolution for assigned accounts.

This is a full-time, in-office position, Monday-Friday, operating under normal 8am-5pm business hours.

What You'll Own:

• Account Execution & Load Management
• Manage the full lifecycle of loads for assigned accounts
• Order entry
• Carrier setup and confirmation
• Appointment scheduling Tracking and proactive updates
• Ensure nothing falls through the cracks

Expectation:

• Proactive Customer Communication, delivering clear, timely, and confident updates
• Anticipate customer needs before they ask
• Act as a gatekeeper for operational noise, limiting distractions for KAM's
• Filter inbound emails, calls, and requests
• Maintain accurate and organized documentation in systems (McLeod TMS software, DAT, etc.)
• Identify trends and risks such as recurring service issues, carrier performance concerns, shifts in customer behavior, look for opportunities for process improvements, and supporting additional business growth.
• Working with KAM's to reduce service failures
• Complete timely and accurate order entry and documentation
• Provide support during RFP's, business reviews, and customer audits

Job Requirements:

• Calm under pressure
• Detail-obsessed with strong situational awareness
• Able to operate with high trust, low ego
• A holder of a team-first mentality with strong team alignment
• Tech savvy and able to work well in a very fast paced environment

If you feel this role could be a good fit for you, we look forward to hearing from you!