Customer Service Representative

Job Description

Job Description

Hazardous Materials Customer Service Representative

Schedule: Monday–Friday, 1:00 PM–8:30 PM
Weekend On-Call: Rotating weekend on-call schedule required
Employment Type: Full-Time

Position Overview

We are seeking a Hazardous Materials Customer Service Representative to join our Customer Service and Transportation team supporting a 24/7 chemical manufacturing and logistics operation.

This is a high-volume, safety-sensitive position responsible for coordinating customer orders and shipments while serving as a key communication link between customers, drivers, warehouse personnel, suppliers, transportation providers, and internal departments .

The facility processes more than 90 loads per week , requiring a highly organized and dependable individual who can manage multiple priorities while maintaining exceptional accuracy, communication, and attention to detail.

Because we handle hazardous materials, shipment information, documentation, scheduling, routing, customer instructions, and compliance requirements must be handled carefully and accurately. Safety, accuracy, and compliance are always the highest priorities.

Schedule & On-Call Requirements

The regular work schedule is:

Monday–Friday, 1:00 PM–8:30 PM

This position also participates in a rotating weekend on-call schedule .

Employees assigned to on-call duty must:

• Remain available and reachable during their assigned on-call period.
• Respond promptly to calls, messages, and operational requests.
• Assist with customer, driver, transportation, scheduling, and operational issues.
• Follow established escalation procedures.
• Communicate professionally and accurately.
• Document significant calls, issues, instructions, and actions.
• Escalate matters that exceed their authority or ability to resolve.
• Follow all company policies regarding on-call responsibilities and compensation.

On-call work is not a remote position. Employees must be prepared to respond to business and operational needs in person during their assigned on-call periods.

Holiday work or on-call availability are also required when holidays fall within an employee's assigned schedule and / or based on operational needs.

Reliable attendance, punctuality, and dependable participation in the on-call rotation are essential.

Key ResponsibilitiesCustomer Service & Transportation Coordination

• Serve as a primary point of contact for customers regarding orders, shipments, deliveries, pickups, and transportation status.
• Respond to customer inquiries promptly and professionally.
• Coordinate communication between customers, drivers, warehouse personnel, suppliers, and internal departments.
• Monitor active loads and transportation status.
• Communicate customer requirements, load instructions, scheduling information, and changes.
• Monitor vehicle routes and locations using GPS and transportation tracking systems.
• Identify delays, route issues, road closures, weather conditions, and other transportation concerns.
• Communicate delays or changes to customers and appropriate internal personnel.
• Adjust schedules as operational conditions change.
• Maintain accurate customer, order, shipment, and transportation information.
• Follow up on outstanding issues through resolution.

Documentation & Compliance

• Review shipping orders, bills of lading, manifests, permits, and other shipment documentation.
• Verify customer, product, load, and shipment information.
• Ensure required hazardous materials documentation is completed and available.
• Verify applicable labeling, placarding, and documentation requirements.
• Track driver hours, vehicle inspections, maintenance concerns, and load status as applicable.
• Maintain accurate customer service, shipment, and operational records.
• Follow company procedures and applicable regulatory requirements.
• Identify and communicate documentation discrepancies before they become operational, safety, or compliance issues.
• Verify information rather than making assumptions or relying on incomplete information.

Safety & Emergency Response

• Maintain safety as the highest operational priority.
• Identify and communicate potential safety concerns.
• Ensure drivers have required safety equipment, documentation, and load information.
• Serve as a communication point during transportation-related emergencies.
• Follow established emergency response and escalation procedures.
• Immediately report incidents, near misses, discrepancies, hazards, and safety concerns.
• Respond promptly to safety-sensitive and operational matters during assigned on-call periods.
• Escalate safety concerns to appropriate personnel without delay.
• Never take shortcuts that compromise safety, compliance, or shipment accuracy.

Facility & Warehouse Coordination

Although the majority of the position is office-based, the Customer Service Representative may need to enter warehouse, loading, and other operational areas.

Responsibilities may include:

• Confirming load preparedness.
• Verifying product and load information.
• Communicating with drivers and supplier representatives.
• Confirming documentation and load requirements.
• Coordinating customer orders and shipments with warehouse personnel.
• Assisting with transportation or shipment-related issues.
• Supporting resolution of shipment discrepancies and operational issues.

Employees entering operational areas must comply with all applicable facility safety and PPE requirements.

Work Environment

This position operates within a chemical manufacturing and transportation facility. The work environment may include exposure to:

• Hazardous materials.
• Chemical fumes.
• Industrial noise.
• Temperature fluctuations.
• Industrial equipment.
• Transportation containers.
• Warehouse and loading operations.

Employees are required to follow all applicable environmental, health, safety, and facility requirements.

Depending on the work area and task, required PPE may include:

• Safety glasses.
• Gloves.
• Protective clothing.
• Other PPE designated by facility procedures.

PPE and safety procedures are mandatory and may not be bypassed or intentionally violated.

Required safety training will be provided as applicable.

Qualifications & Core Competencies

The ideal candidate will demonstrate:

• Strong customer service skills.
• Excellent verbal and written communication.
• Exceptional attention to detail.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a high-volume environment.
• Ability to remain calm and professional under pressure.
• Sound judgment and problem-solving skills.
• Ability to consistently follow established procedures.
• Willingness to ask questions and verify information when uncertain.
• Dependable attendance and punctuality.
• Ability to work independently while contributing effectively to a team.
• Ability to learn company-specific software, systems, and procedures.
• Ability and willingness to work the required 1:00 PM–8:30 PM schedule and participate in the rotating weekend on-call schedule .

Experience in customer service, transportation, dispatch, logistics, chemical manufacturing, hazardous materials, or a related industry is preferred.

Technology & Systems

The successful candidate should be comfortable learning and using technology such as:

• Customer service and order management software.
• Dispatch and transportation management systems.
• GPS and vehicle tracking systems.
• Microsoft Office applications.
• Email and communication systems.
• Load management and scheduling systems.
• Electronic documentation systems.
• Telephone and communication systems.
• Other company-specific software and equipment.

Training will be provided on applicable systems and procedures.

Training

Training may include:

• Company policies and procedures.
• Customer service procedures.
• Dispatch and transportation procedures.
• Hazardous materials awareness.
• Applicable DOT requirements.
• Emergency response procedures.
• PPE and facility safety requirements.
• Customer service and order management systems.
• GPS and vehicle tracking systems.
• Shipment documentation requirements.
• Load scheduling procedures.
• Driver communication procedures.
• Customer and supplier communication.
• Incident reporting.
• Escalation procedures.
• Weekend on-call procedures.

Training does not replace the responsibility to follow established procedures and ask questions when information is unclear.

If you do not know, stop and ask. Do not guess when safety, compliance, customer requirements, or load accuracy are involved.

What Success Looks Like

Successful employees consistently demonstrate:

• Safety: Follow all safety, environmental, and regulatory requirements.
• Accuracy: Verify shipment, customer, load, and transportation information.
• Customer Service: Provide professional, timely, and reliable communication.
• Responsiveness: Act promptly when customer or operational issues arise.
• Communication: Clearly communicate information to customers, drivers, warehouse personnel, suppliers, and internal teams.
• Accountability: Take ownership of assigned responsibilities and promptly report mistakes or discrepancies.
• Reliability: Maintain dependable attendance and participate fully in the on-call rotation.
• Teamwork: Work effectively with multiple departments and operational partners.
• Judgment: Know when to resolve an issue and when to escalate it.

Physical & Operational Requirements

The employee may be required to move between office, warehouse, loading, and operational areas as necessary to perform job responsibilities.

Employees must be able to comply with applicable PPE, safety, and facility requirements when entering operational areas.

Specific physical requirements will be evaluated based on the actual duties and work environment of the facility.

Why This Position Matters

Every load matters.

In this role, your attention to detail and communication directly support safe transportation, regulatory compliance, customer satisfaction, and reliable operations .

If you are dependable, organized, safety-focused, comfortable working in a fast-paced environment, and take pride in getting the details right, we encourage you to apply.

By applying for this position, you understand and agree that this organization may conduct a background check and/or drug screening as part of the hiring process. You will be provided with a separate disclosure and authorization form for these checks. Failure to consent to these screenings may result in disqualification from further consideration for employment.

This is a drug-free and alcohol-free workplace. To maintain compliance with regulatory authorities and ensure a safe working environment, the organization conducts random drug and alcohol testing. All employees are expected to comply with this policy as a condition of employment.

Please note: This job opening is not open to staffing agencies or third-party recruiters. Unsolicited inquiries or candidate submissions from agencies will not be considered or responded to.