Customer Service Representative

Location: Dayton, NJ | Employment Type: Full-Time | On-Site (Monday-Friday, 8:00 AM to 5:00 PM)

About the role

West End Express is seeking an experienced Customer Service Representative to support customers and daily drayage operations in the NY/NJ market. This role requires someone who understands port drayage, customer requirements, terminal operations, and the importance of proactive scheduling and communication to avoid unnecessary per diem, storage, and other accessorial costs. The CSR will work closely with customers, dispatch, and internal teams to ensure shipments are scheduled, tracked, and resolved efficiently.

Responsibilities

• Serve as the primary day-to-day customer contact for assigned accounts.
• Communicate with customers regarding pickups, deliveries, appointments, delays, and shipment status.
• Schedule and coordinate deliveries and pickups with customers and dispatch.
• Monitor containers to ensure appointments and moves are completed within free time and avoid unnecessary per diem, storage, and detention charges.
• Work proactively with customers and dispatch to address potential service issues before they result in additional costs.
• Communicate daily with dispatch regarding load status, appointment changes, driver issues, terminal conditions, and customer requirements.
• Maintain accurate and timely updates across multiple systems, including Trinium and other customer/operational platforms.
• Document customer communications, scheduling changes, exceptions, and resolution activity.
• Research and resolve shipment discrepancies and customer issues.
• Follow up on open issues until a clear resolution is reached.
• Escalate service or operational issues when necessary.

Qualifications

• A minimum 3 years of customer service experience in transportation, logistics, trucking, or drayage.
• A minimum 3 years of experience supporting NY/NJ port drayage operations.
• Minimum 1 year of hands-on Trinium experience required.
• Strong understanding of NY/NJ terminals, appointments, container moves, per diem, storage, detention, and related drayage processes.
• Experience working with multiple transportation and customer systems.
• Strong communication and organizational skills.
• Excellent follow-up and attention to detail.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong problem-solving skills and a proactive approach to customer service.

Pay

$21.00‑$27.00 per hour depending on experience and qualifications.

Schedule

Monday‑Friday, 8:00 AM to 5:00 PM, on‑site.

Benefits

• Medical, dental, and vision benefits.
• 401(k) company match.
• Paid time off (PTO) and paid holidays.