Customer Service Representative

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. Cargomatic is committed to making the lives of truckers and shippers easier, recognized as a Built In Best Places to Work for its people‑first culture, strong benefits, and focus on employee growth. The position is based in Dayton, NJ, full‑time on‑site (Monday‑Friday, 8:00 AM – 5:00 PM). This is not a remote role and relocation assistance is not offered.

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

• Minimum 3 years of customer service experience in transportation, logistics, trucking, or drayage.
• 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.

Benefits

• Competitive pay.
• Medical, dental, and vision benefits.
• 401(k) company match.
• Paid time off (PTO) and paid holidays.
• Opportunity to join a high‑growth company redefining logistics and supply chain.

Pay

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

Schedule

Monday‑Friday, 8:00 AM – 5:00 PM (On‑Site).