Customer Service Representative

Schedule

Monday through Friday, generally 8:00 AM – 5:00 PM.

Responsibilities

• Communicate customer delivery needs and appointment dates/times; quote rates and relay service requirements to dispatchers.
• Exercise discretion and independent judgment in making pricing decisions without supervision.
• Quote and maintain Special Price Quote decisions autonomously.
• Receive and schedule all delivery orders and requests from customers, using discretion to align customer requests with dispatch schedules.
• Enter all orders into the computer system; technical lines require specialized training, experience, or knowledge of the transportation industry.
• Ensure rail billing is in place before containers are delivered to the railroad; validate in-bound documentation with US Customs when necessary.
• Verify bookings are released at depots for export moves; trace import containers on the rail to confirm delivery by the last free day.
• Prepare customer reports and tracking/tracing as required (e.g., divisional pool, MDR, CNI, Daily Activity, Dispatch Status).
• Notify Cargo Specialist Supervisor/management of all service failures.
• Propose and implement solutions to improve overall customer service.
• Create and update location profiles in the computer system.
• Work as a dispatcher as volume or vacation schedules dictate.
• Perform other duties as assigned by management.

Requirements

• Port and rail operations knowledge; familiarity with US Customs.
• Intermodal/trucking experience.
• Proficient data entry skills.
• Excellent communication and organizational skills.
• Ability to handle email and general office duties.
• Innovative mindset.