Customer Service Representative

Work Schedule Hours: Monday through Friday - 8am-5pm

Position Overview: The Customer Service Representative is responsible for processing orders placed by our customers in our Transportation Management System (TMS) and then communicating order details and updates to our customers and our dispatch team. This position serves as the initial point of contact for customer questions and concerns. The CSR must have excellent communication skills, a strong work ethic, organizational skills and a positive attitude. To succeed in this position, you must be proficient with time management, prioritization, and have the desire to meet or exceed the needs of our customers.

Essential Functions:

• Receives/schedules all delivery orders and requests from customers and must exercise discretion and use independent judgment when relating customer requests, schedules and informing dispatch.
• Enters all orders into TMS for dispatch - technical lines require specialized training, experience or knowledge of transportation industry.
• Ensures rail billing is in place before containers are delivered to railroad. Verifies bookings are released at depots for export moves, and traces import containers on the rail to confirm delivery is made by last free day.
• Prepare customer reports and tracking/tracing as required such as divisional pool, MDR, CNI, Daily Activity, and Dispatch Status.
• Notifies Cargo Specialist Supervisor / management of all service failures.
• Proposes and implements solutions to improve overall customer service
• Works as backup/coverage for vacation (as the schedule dictates) within department
• Other projects and duties assigned by management

Additional Skills/Knowledge Required:

• Data entry skills
• Trucking Industry experience required
• Good communication and organizational skills
• Ability to handle high volume of emails and calls
• Must be innovative and have attention to detail
• DFW rail ramps and Depots