Transportation Customer Service Representative

Job Summary

The Transportation Customer Service Representative plays a key role in delivering high-quality service by managing customer interactions, tracking shipments, and proactively resolving issues. Acting as the primary point of contact for customers, the Customer Service Representative ensures timely updates, coordinates with internal teams and external partners, and maintains accurate system records. This role is essential in supporting on-time delivery, customer satisfaction, and continuous improvement in transportation service performance.

Principal Duties and Responsibilities

• Ensure high quality service by managing customer interactions, tracking load progress, and proactively resolving issues
• Monitor and update customers on load status and delivery times
• Serve as the primary contact for customer questions and concerns
• Proactively identify service disruptions and coordinate resolutions
• Communicate effectively with load planning to align on customer needs and ensure follow up on all pending requests
• Maintain accurate system updates to reflect real time status
• Responsible for required data entry and research associated with delayed loads
• Act as liaison between external transportation partners to ensure service levels are met and issues are promptly resolved
• Track and report on service performance indicators to include identification of recurring issues and recommended process improvements
• Promote and support the use of portals, tracking tools, and automated notifications
• Responsible for maintaining SOPs for assigned plants

Qualifications

• High school diploma or equivalent
• 1 – 3 years of experience in transportation, logistics, or customer service role
• Understanding of freight movement, delivery schedules, and transportation terminology preferred
• Familiarity with load tracking systems and transportation management systems (TMS) preferred
• Proficiency in Microsoft Office preferred
• Knowledge of company policies and procedures preferred