Position: Customer Service Representative

Schedule: Monday- Friday 8am-5pm

Compensation: $25-$30 per hour

Job Description:

The Customer Service Representative fields external customer questions, complaints and shipment tracking inquiries while demonstrating the highest degree of courtesy, integrity and professionalism to resolve customer issues via phone and email communication.

Core Duties & Responsibilities:

Execute the day-to-day shipments originated and/or handled by the operations department; prioritize, schedule and route shipments and arrange for transportation throughout the United States and obtain Proof of Deliveries (POD) on all orders.Customer service, data entry, and/or dispatch pickup and delivery of freight via air, truckload, LTL and local modes. • Interact with customers and their key personnel as needed, while ensuring a high level of customer satisfaction and operational proficiency to meet growth and profitability goals.Ensure prompt and accurate completion of all paperwork associated with movement of inbound and outbound shipments.Ensure timely pick-ups, recoveries, deliveries, and airline and agent selection, while maintaining cost controls. Effective communication with them is essential to ensure shipments are executed timely and accurately.Maintain accurate status updates of shipments including in-transit notifications and estimated time of deliveries; communicate daily with customers to keep them informed of changes pertaining to their shipments should an update apply or be required.Work with vendor-specific websites to set up and track shipmentsCommunicate pending work and/or unresolved problems to shift personnel and the operations manager.Assist in the preparation and approval of rate quotes or shipment costing for internal and external customers.Enter pickups and route freight.Create rate quotes.Answer telephones and helps with inquiries from customers as well as stations and/or agents.Respond to inquiries regarding entered data.Proactively solicit customer feedback and provide innovative solutions to customer service issues/barriers.Other duties as assigned

Requirements:

Minimum 2-3 years’ freight forwarding experience.High School Diploma or GED required.Excellent customer service skills requiredAccurate typing skills and/or data entry skills.Intermediate proficiency in Microsoft Office, Internet and web-based applications and job specific software applications.Makes customers and their needs a primary focus of one's actions; developing and sustaining productive relationships.Ability to plan work to ensure that work is completed efficiently.Effectively participates in department projects related to assigned area of responsibility.Read, analyze, and interpret complex regulations and procedures and respond to common inquiries or complaints.Possess functional knowledge of regulations and compliance procedures associated with all areas of freight forwarding.Have experience in multi modal logistics with functional knowledge of TSA, C-TPAT and Hazmat.High attention to detail and problem solver a must……

Skills:

Ideal candidate will possess a “can do” attitude with a “will do” work ethicMust have the ability to work in a fast paced environmentStrong verbal and written communication skillsExperience with AS400 operating systems is a plusTransportation industry knowledge and experience is a plusComputer skills, including MS Office/Excel, AS400 functions: air-bills, manifest, customer, customer service, reports, etc.

Forward Air is an Equal Opportunity employer.

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