Customer Service Representative

Description

Duties and Responsibilities

• Receive and input transportation customer orders accurately.
• Maintain proactive communication with customers on load status, ETAs, delays, and service changes.
• Cookinate with Transportation Planners to align customer requirements with driver and equipment availability.
• Confirm and manage customer appointments and special handling requirements (tank rules, access, temperature, seals).
• Monitor loads through execution and resolve basic service issues; escalate higher-risk issues as needed.
• Close out completed orders in the transportation system accurately and timely.
• Maintain customer logs, exception tracking, and service follow-up documentation.
• Respond to customer emails and calls in a timely manner.
• Cross-train to support other Transportation CSRs as needed.

Punctuality and regular attendance is mandatory. Other duties as assigned by management.

Knowledge, Skills, And Abilities

• Strong customer service and professional communication skills.
• Ability to multitask, prioritize, and meet deadlines in a fast-paced transportation environment.
• Detail-oriented with strong documentation and follow-through habits.
• Ability to resolve problems and escalate appropriately.
• Working knowledge of transportation operations and terminology preferred.
• Proficient in Microsoft Office (Excel, Word, Outlook).

Requirements

• Minimum Qualifications:
• HS diploma or equivalent work experience
• 2–3 years of customer service experience; transportation or logistics preferred.
• Must be able to tactfully handle confidential material and information.
• Must be able to communicate fluently in English.
• Effective professional written and verbal communication skills.
• Proficiency on computer, using MS Office (Excel, Word, and Outlook) required.
• Knowledge of office procedures such as maintaining files, organization, and attention to detail.
• Active driver’s license.

Physical Job Description

• Typical Working Conditions:
• Primarily work is performed in a temperature controlled office environment with minimal exposure to cold, heat, chemicals, fumes, et cetera.
• Occasional outdoor work to check on inventory or status of customer orders.
• Occasional travel by car or plane to other Biagi Bros. locations.

Equipment Used

• General office equipment is used including the computer, phone, keyboard, mouse, copier, scanner, postage machines, metal file cabinets and desk accessories e.g. letter opener.

Essential Physical Tasks

• Sitting for long periods of time using company and office applications.
• Operating office equipment, maintaining files, carrying boxes or paperwork of up to 50 lbs. on occasion.
• Communication by phone, in person, letters or through email is essential.