Customer Service Representative

Job Title

Duties and Responsibilities

• Receive and input transportation customer orders accurately.
• Maintain proactive communication with customers on load status, ETAs, delays, and service changes.
• Coordinate with Transportation Planners to align customer requirements with driver and equipment availability.
• Confirm and manage customer appointments and special handling requirements (tank rules, access, temperature, seals).
• Monitor loads through execution and resolve basic service issues; escalate higher-risk issues as needed.
• Close out completed orders in the transportation system accurately and timely.
• Maintain customer logs, exception tracking, and service follow-up documentation.
• Respond to customer emails and calls in a timely manner.
• Cross-train to support other Transportation CSRs as needed.
• Punctuality and regular attendance is mandatory.
• Other duties as assigned by management.

Knowledge, Skills, and Abilities

• Strong customer service and professional communication skills.
• Ability to multitask, prioritize, and meet deadlines in a fast-paced transportation environment.
• Detail-oriented with strong documentation and follow-through habits.
• Ability to resolve problems and escalate appropriately.
• Working knowledge of transportation operations and terminology preferred.
• Proficient in Microsoft Office (Excel, Word, Outlook).

Requirements

Minimum Qualifications

• HS diploma or equivalent work experience
• 23 years of customer service experience; transportation or logistics preferred.
• Must be able to tactfully handle confidential material and information
• Must be able to communicate fluently in English
• Effective professional written and verbal communication skills
• Proficiency on computer, using MS Office (Excel, Word, and Outlook) required
• Knowledge of office procedures such as maintaining files, organization and attention to detail
• Active driver's license

Physical Job Description

• Typical Working Conditions: Primarily work is performed in a temperature controlled office environment with minimal exposure to cold, heat, chemicals, fumes, etc. Occasional outdoor work to check on inventory or status of customer orders. Occasional travel by car or plane to other Biagi Bros. locations.
• Equipment Used: General office equipment is used including the computer, phone, keyboard, mouse, copier, scanner, postage machines, metal file cabinets and desk accessories e.g. letter opener.
• Essential Physical Tasks: Sitting for long periods of time using company and office applications. Operating office equipment, maintaining files, carrying boxes or paperwork of up to 50 lbs. on occasion. Communication by phone, in person, letters or through email is essential.