Transportation CSR

Job Description

Job Description

About the Role

We are seeking a customer-focused and detail-oriented Transportation Customer Service Representative to join our operations team. This role serves as the primary point of contact for customers, ensuring shipments are coordinated efficiently from pickup through delivery. Working closely with dispatch, drivers, warehouses, ports, rail terminals, and customers, you will provide timely communication, resolve transportation issues, and deliver exceptional service throughout the shipping process.

The ideal candidate is organized, proactive, and thrives in a fast-paced logistics environment where multitasking and strong communication are essential.

Key Responsibilities

• Serve as the primary point of contact for assigned customer accounts.
• Coordinate transportation requests and schedule shipments to meet customer requirements.
• Communicate shipment status, delivery updates, delays, and exceptions to customers in a timely manner.
• Work closely with Dispatch to ensure drivers have accurate load information and appointments.
• Coordinate with warehouses, ports, rail terminals, and customer facilities to facilitate timely pickups and deliveries.
• Monitor shipments from pickup through final delivery, proactively identifying and resolving service issues.
• Enter and maintain accurate shipment information within the transportation management system.
• Assist customers with scheduling changes, delivery appointments, proof of delivery requests, and shipment documentation.
• Process customer requests related to accessorial charges, detention, demurrage, and other transportation-related services.
• Collaborate with Billing to resolve invoice questions and ensure customer requirements are met.
• Build and maintain strong relationships with customers through responsive, professional communication.
• Work with Operations, Dispatch, Safety, and Drivers to resolve transportation challenges while maintaining a high level of customer satisfaction.
• Maintain accurate records and documentation while ensuring compliance with company procedures and customer requirements.
• Participate in daily planning meetings and support additional operational functions as needed.

Qualifications

• Minimum of two years of customer service experience in transportation, logistics, or supply chain operations preferred.
• Experience with drayage, intermodal, port operations, or truckload transportation is a plus.
• High school diploma or GED required.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Proficiency in Microsoft Office and transportation management software (VI Software experience preferred).
• Bilingual (English/Spanish) preferred.
• Strong problem-solving skills with a commitment to providing outstanding customer service.
• Ability to work in a fast-paced, team-oriented environment.

What Success Looks Like

• Customers receive timely, accurate communication regarding their shipments.
• Shipments are coordinated efficiently with minimal service disruptions.
• Customer concerns are resolved quickly and professionally.
• Strong working relationships are built with customers, drivers, dispatch, and operations teams.
• Shipment documentation and system entries are completed accurately and on time.
• Customer satisfaction is consistently maintained through proactive communication and dependable service.

Why Join Us?

Join a team where exceptional customer service drives operational success. As a Transportation Customer Service Representative, you'll play a vital role in connecting customers with operations, ensuring freight moves efficiently while building lasting customer relationships. We offer a collaborative, fast-paced work environment, opportunities for professional growth, and a competitive compensation and benefits package.