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 the dispatch team
• Serve as the initial point of contact for customer questions and concerns
• Identify potential late and at-risk deliveries and facilitate creative resolutions
• Monitor and track loads to notify customers of late pickups and deliveries
• Compile and arrange data, create templates on the TMS for orders, and process 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 through open communication
• Perform other duties as assigned

Required Qualifications

• A high school diploma or equivalent
• 1-3 years' experience in customer service, preferably in the intermodal industry
• Proficiency in Microsoft Excel and Outlook, along with 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, and able to prioritize tasks
• Accountable to company core values: Customer and Contractor Focused, Innovative, Relationship Builder, Accountable, Purposeful Communicator, and Exceeds Expectations