Customer Service Support Representative - ATS Inc.

About the role

As a Customer Service Support Representative (CSSR), you play a critical role in strengthening customer relationships and supporting the success of our transportation operations. Serving as the bridge between customers, sales, and operations, you help ensure every load is managed accurately, efficiently, and with exceptional service.

Responsibilities

• Serve as the primary liaison between customers and ATS operations, ensuring timely communication, issue resolution, and a positive customer experience.
• Develop strong, trust-based relationships with customers by understanding their business needs and providing responsive, solution-focused support.
• Accurately enter and maintain load details, pricing, negotiated rates, specifications, and related information within company systems.
• Partner closely with Business Development, Operations, Credit, and other internal teams to support customer needs and ensure seamless service execution.
• Communicate customer feedback, opportunities, and market insights to help strengthen existing relationships and identify growth opportunities.
• Quickly assess pricing, capacity, timing, and customer requirements to help position loads for success while mitigating potential risks.
• Verify customer credit status, obtain approvals when necessary, and work collaboratively with the Credit department to support business operations.
• Cook up post-delivery activities to support timely invoicing, accurate driver compensation, and overall operational efficiency.
• Respond promptly and accurately to customer inquiries, internal requests, and operational challenges while maintaining a low TBI percentage and meeting department goals.
• Leverage analytical thinking and problem-solving skills to identify opportunities for efficiency, improve customer experiences, and support continuous improvement initiatives.
• Provide assistance across Customer Service functions during periods of high volume, employee absences, or changing business needs.

Requirements

• Associate degree, related coursework, or 1–2 years of education, training, and/or equivalent experience in customer service, sales, marketing, transportation, or a related field.
• Strong customer service, relationship-building, and communication skills with the ability to engage professionally with internal and external stakeholders.
• Excellent analytical, negotiation, and problem-solving abilities.
• General knowledge of U.S. geography and basic map-reading skills preferred.
• Proficiency with Microsoft Office applications, including Word, Excel, and Outlook.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Demonstrated ability to work independently while contributing as a collaborative team member.
• Strong organizational skills and attention to detail.
• Experience building relationships and effectively managing workload priorities.
• Ability to communicate and collaborate with individuals from diverse backgrounds and cultures.
• Transportation, logistics, or freight industry experience is preferred but not required.
• Willingness to travel occasionally, including infrequent overnight travel.

Qualifications

• High school diploma or equivalent.
• Valid driver’s license and good driving record.

Skills

• Customer service skills.
• Communication skills.
• Problem-solving skills.
• Microsoft Office proficiency.
• Organizational skills.
• Attention to detail.
• Teamwork.
• Customer relationship management.
• Financial analysis.
• Map reading.
• Travel.

Benefits

• Comprehensive benefits package including health, dental, and vision insurance, a 401(k) retirement savings plan, paid holidays, paid time off, professional development opportunities, wellness programs, and employee assistance resources.

Pay

• Total cash compensation range of this position is $51,000 to $71,000 which includes a base salary range that starts at $48,000 plus first-year training incentive of $3,000. Base salary offered is determined by relevant experience, education, certifications, and geographic location as compared to others doing substantially similar work. In addition to the base salary, employees may be eligible for performance-based incentives, which can vary depending on individual and/or company performance.

Schedule

• Full-time, Monday through Friday, standard schedule.