Customer Service Representative

Customer Service RepresentativePrincipal 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 teamsProvide proactive shipment updates for on-demand, courier, expedited, and scheduled loadsClearly communicate ETAs, delays, and exceptions to prevent service escalationsMaintain professional, solution-focused communication during high-pressure or time-critical situationsAccurately enter and update shipment details in the TMSEnsure special instructions are captured for flatbed freight, including securement requirements, photos, permits, or customer-specific handlingProcess proof of delivery (POD), bills of lading, and other shipment documents in a timely mannerMaintain complete, audit-ready records of customer communications and service actionsAdapt 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 actionsSolicits 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. Now Courier