Customer Service Representative

Forward Air

United States, NC, Fletcher

Logistics, Transport & Distribution
Full-time
customer service representative
shipment tracking
logistics support

Our job summary

The Customer Service Representative manages customer inquiries, complaints, and shipment tracking through phone and email while maintaining professionalism and accurate data entry. The role involves coordinating freight availability notifications, handling documentation, performing audits, and supporting logistics operations using systems like AS400. This position requires strong communication skills, knowledge of transportation industry documents, and the ability to work in a fast-paced environment within a leading ground transportation and logistics company.

Position: Customer Service Representative

Schedule and Compensation: Multiple Shift Available

Monday- Friday 4pm-12am ($20 per hour)
Thursday- Sunday 12am-8am ($20 per hour)

Job Description:

The Customer Service Representative fields external customer questions, complaints and shipment tracking inquiries while demonstrating the highest degree of courtesy, integrity and professionalism to resolve customer issues via phone and email communication.

Core Duties & Responsibilities:

Answer incoming customer calls and provide detail information
Notify customers daily of freight availability
Data entry (domestic and international bills)
Maintain a driver sign in log
Maintain a cash log file
Maintain files in order and as outlined in the operations procedures and policy manual
Perform daily audits on all outbound shipments
Arrive inbound manifest and close out outbound manifest in the AS400
Consistently monitor e-mail request and provide detail information in a timely fashion
Regular and dependable attendance
Prepare in-bond documentation (Smaller stations only)
Acceptance of “containers” and proper documentation (Smaller stations only)
Office cleanliness: vacuum and trash empty (Smaller stations only)
Process dock receipt for export bookings and maintain spreadsheet (Smaller stations only)
Other duties as assigned

Requirements:

Demonstrated ability to carry out assignments to their completion and meet deadlines
Ability to establish and maintain effective working relationships with employees and managers
Desire for a long-term career with an industry leading company
Ability to present and maintain a positive corporate image in a fast paced environment
Proactively establish and maintain effective working team relationships with all support departments
Must be proficient with Microsoft Office products including; Word, Excel, PowerPoint, Outlook, etc.
Ability to perform general administrative duties; file, perform data entry, photocopies, etc.
Ability to handle heavy work load and work well under pressure
Understanding of industry documents (bill of lading, master air way bills, tsa forms, etc)
High school diploma or GED equivalent
Must be able to pass basic hazardous materials training

Skills:

Ideal candidate will possess a “can do” attitude with a “will do” work ethic
Must have the ability to work in a fast paced environment
Strong verbal and written communication skills
Experience with AS400 operating systems is a plus
Transportation industry knowledge and experience is a plus
Computer skills, including MS Office/Excel, AS400 functions: air-bills, manifest, customer, customer service, reports, etc.

Forward Air is an Equal Opportunity employer.

#FWRD2

Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated “time-definite” basis, delivering cargo at a specific time, but under less time-sensitive situations – supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.

Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.

Ranked 3rd in Newsweeks 2022 "Americas Most Trustworthy Companies" publication

About Forward Air

Forward Air Corporation is a leading provider of time-definite surface transportation and related logistics services to the North American air freight and expedited LTL market. We provide scheduled surface transportation of cargo as a cost effective, reliable alternative to air transportation. We transport air freight that must be delivered at a specific time, but is less time-sensitive than traditional integrated services. In the past decade, we have greatly expanded our service offerings to include an array of logistics services, including pick-up and delivery, intermodal drayage, pool distribution, and specialized temperature-controlled logistics services. Our network of freight terminals are located on or near airports in 92 U. S. and Canadian cities, including our central sorting facility in Columbus, Ohio and 11 regional sort centers that create the most effective linehaul network in the industry. Call us for more information @ (855) 273-1078

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