Customer Service Representative

Customer Service Representative (CSR)

Responsibilities

• Serve as the first point of contact for customer inquiries via phone, email, or internal systems.
• Handle booking requests, load confirmations, and status updates for shipments.
• Coordinate with dispatchers and drivers to ensure timely pickup and delivery of freight.
• Monitor and track shipments using internal software and provide real-time updates to clients.
• Resolve customer complaints and issues promptly and professionally.
• Maintain accurate and up-to-date records in the transportation management system (TMS).
• Communicate service failures, delays, or other issues proactively to customers and internal teams.
• Assist in preparing shipping documents, customs paperwork, and compliance reports when required.
• Work collaboratively with operations, billing, and safety teams to ensure seamless customer service.

Qualifications

• Previous experience in a customer service role, preferably in trucking, logistics, or transportation.
• Strong understanding of freight operations, dispatch procedures, or related logistics functions.
• Excellent verbal and written communication skills.
• Proficient with MS Office and TMS or logistics software (e.g., TruckMate, Loadlink, etc.).
• Ability to handle a fast-paced environment with changing priorities.
• Strong problem-solving skills and attention to detail.