Customer Service Representative - Intermodal

Job Description and Responsibilities

• Process orders placed by customers in the Transportation Management System (TMS)
• Communicate order details and updates to customers and dispatch team
• Serve as the initial point of contact for customer questions and concerns
• Handle high volume of emails and phone calls with excellent communication skills
• Identify potential late and at-risk deliveries and facilitate creative resolutions
• Monitor and track loads for timely notifications to customers
• Compile and arrange data, create templates on TMS for customer orders
• Provide order updates or changes throughout the day
• Solve customer issues in a timely and professional manner
• Coordinate emergency moves with dispatch
• Build sustainable relationships and trust with customer accounts
• Maintain a positive attitude while multi-tasking

Required Qualifications

• High school diploma or equivalent
• 1-3 years’ experience in customer service; intermodal industry preferred
• Proficiency in Microsoft Excel and Outlook as well as overall computer skills
• Excellent verbal and written communication skills
• Strong conflict resolution and problem-solving skills
• Ability to multi-task while maintaining a positive attitude
• Self-motivated / Detail oriented / Ability to prioritize
• Accountable to company core values: Customer and Contractor Focused, Innovative, Relationship Builder, Accountable, Purposeful Communicator, and Exceeds Expectations