Customer Service Representative

Responsibilities

• Manage customer inquiries from government and military accounts by investigating issues, providing timely updates, and driving resolution through established service procedures.
• Review and support shipment bookings, including coordination for vessel space, equipment availability, and operational alignment with internal teams.
• Monitor cargo activity and documentation to help maintain accurate booking records, service quality standards, and on-time follow-through.
• Partner with terminals, transportation providers, rail contacts, and other vendors to address delivery challenges and keep shipments progressing smoothly.
• Offer guidance on transportation options, routing considerations, and terminal-related questions to help customers make informed shipping decisions.
• Assist with pricing and rate-related requests by supporting quote preparation, basic rate interpretation, and coordination with the appropriate internal stakeholders.
• Handle escalated service matters with professionalism, using sound judgment to balance customer needs, process requirements, and cost-conscious solutions.
• Contribute to special assignments and coordinate competing priorities across multiple tasks while maintaining consistent service performance and communication.

Requirements

• Bachelor’s degree or an equivalent combination of education and relevant work experience.
• Strong English communication skills, including clear verbal and written interaction with customers and internal partners.
• Previous experience in customer service, call center support, or order entry in a fast-paced business environment.
• Able to manage inbound and outbound customer communications while maintaining accuracy and professionalism.
• Comfortable resolving problems, coordinating across teams, and following issues through to completion.
• Working knowledge of shipment support, logistics coordination, or transportation-related customer service is preferred.
• Proficiency with standard office systems and the ability to perform detailed computer-based work for extended periods.
• Ability to occasionally lift items up to 20 pounds in an otherwise office-based setting.

Qualifications

The ideal candidate will bring strong customer support experience, sound judgment, and the ability to manage multiple service needs in a fast-paced environment.