Customer Service Representative

Principal Function

The Customer Service Agent supports on-demand courier, expedited, semi, and flatbed operations by delivering timely, accurate, and professional customer communication throughout the shipment lifecycle. This role directly contributes to on-time performance, service reliability, and customer satisfaction metrics by coordinating closely with drivers and operations teams and responding effectively to time-sensitive service needs.

Essential Duties and Responsibilities

• Delivers the customer experience strategy across a range of touch points, channels, services, and solutions
• Serve as a reliable communication link between customers, drivers, and operations teams
• Provide proactive shipment updates for on-demand, courier, expedited, and scheduled loads
• Clearly communicate ETAs, delays, and exceptions to prevent service escalations
• Maintain professional, solution-focused communication during high-pressure or time-critical situations
• Accurately enter and update shipment details in the TMS
• Ensure special instructions are captured for flatbed freight, including securement requirements, photos, permits, or customer-specific handling
• Process proof of delivery (POD), bills of lading, and other shipment documents in a timely manner
• Maintain complete, audit-ready records of customer communications and service actions
• Adapt support approach based on service type (on demand vs. scheduled, courier vs. flatbed)
• Proposes changes to improve the customer experience
• Answers questions regarding accounts and services
• Ensures compliance with customer Service Level Agreement (SLAs)
• Tracks repeated customer service issues and notifies various teams who can resolve these issues and improve the quality of services and the customer experience
• Surveys customers to ensure their issues have been resolved in a satisfactory manner
• Enters and tracks service orders and ensures account information and recorded data is accurate
• Solicits interest of new or additional services; handoffs information to appropriate sales representative
• Coordinates with Sales Department to onboard new customers

Requirements

To perform this job successfully, an individual must be able to perform each essential duty according to the requirements of NOW Courier. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

Education and Experience

• Associate's Degree (A.A.) or equivalent from a two-year college or technical school; and two years of related experience and/or training; or equivalent combination of education and experience
• Previous experience working in the logistics and distribution industry is desired

Skills and Abilities

• Highly organized and detail oriented
• Resourceful and creative
• Analytical skills and problem-solving ability
• Comfortable using TMS, GPS tracking, and communication systems
• Basic knowledge of DOT regulations and hours-of-service concepts
• Ability to adhere to time and attendance policies
• Must exhibit professionalism and be effective working with customers, contractors, vendors, and employees
• Skillfully convey information on a wide range of topics to a diverse target audience
• Influencing and consultative skills are critical
• Proficient with commonly used office software, including but not limited to: MS Word, Excel, PowerPoint, Outlook, as well as telephone and internet communications
• Ability to be accessible to contractors and employees as determined by department standards
• Ability to handle confidential information
• Maintain regular and punctual attendance
• Effective prioritization and time management skills
• Ability to work in a fast-paced, high-pressure, deadline driven environment
• Strong initiative to strive for continuous accuracy, quality, and timeliness of information
• Ability to build and maintain effective relationships through strong interpersonal skills with emphasis on relationship-building and consistent demonstration of solid professional judgement
• Ability to manage multiple projects and tasks simultaneously
• A genuine commitment to quality on behalf of the company while building a corporate culture committed to excellence is mandatory
• Must have and maintain a verifiable Driver's License, demonstrated safe driving record, and remain insurable through the company's liability insurance carrier as applicable

Physical Demands

While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel; reach with hands and arms; and talk or hear. The employee frequently will stand; walk; and lift and/or move up to 25 pounds without an assistive device (greater weights may be required with the use of an assistive device). The employee occasionally will climb or balance; stoop, kneel, crouch, or crawl. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

This job operates primarily in a professional office environment with minimal safety/health hazard potential. However, job duties may require one to operate in a warehouse environment with moderate safety/health hazard potential. The noise level in the work environment is usually quiet to moderate. This role is required to be on-site. While the offices of company are open from 8AM to 5PM, Monday through Friday, this job will require work beyond these hours which may include weekends and holidays.

Benefits

• Competitive compensation
• Comprehensive health care
• 401k/profit sharing
• Paid time off
• Corporate philanthropy
• Employee and family events