Customer Service Representative - ALL SHIFTS

Essential Duties and Responsibilities

Customer Communication

• Serve as the first point of contact for customers and drivers regarding shipment status, scheduling, pricing, and general inquiries.
• Build and maintain positive, professional relationships with customers through timely and accurate communication.
• Respond promptly to customer questions and service requests.
• Communicate shipment delays, service issues, and operational updates as necessary.
• Coordinate with internal departments to resolve customer concerns efficiently.

Operations Coordination

• Participate in daily customer conference calls and operational meetings.
• Communicate effectively with customers, carriers, dispatch, warehouse personnel, and drivers.
• Assist dispatch with driver communication, shipment coverage, and routing updates.
• Coordinate transportation schedules to ensure customer commitments are met.
• Support operations during periods of high shipment volume.

Data Entry & Documentation

• Accurately enter shipment information into customer-provided spreadsheets and internal operating systems.
• Record driver departure and arrival times.
• Document shipment details for each delivery stop.
• Process Bills of Lading (BOLs), proof-of-delivery documents, and customer shipping paperwork.
• Enter customer shipping documentation into Google Workspace and other company systems.
• Maintain organized electronic and paper transportation records.
• Process and file daily driver paperwork in accordance with company procedures.

Driver Support

• Assist drivers with scanner and mobile device issues.
• Coordinate with Information Technology (IT) to troubleshoot equipment and software problems.
• Monitor open technology support requests and follow up until resolved.
• Communicate scanner updates and operational changes to drivers.
• Assist drivers with shipment documentation questions.

Warehouse Support

• Scan and process missorted freight returned from delivery routes.
• Assist warehouse personnel with freight tracking and shipment verification.
• Verify shipment information before updating customer records.
• Support warehouse operations as needed to maintain workflow efficiency.

Administrative Responsibilities

• Maintain accurate transportation records and customer information.
• Ensure all required documentation is completed accurately and submitted on time.
• Support continuous improvement initiatives within the Operations Department.
• Perform additional duties and special projects as assigned by management.