Customer Service Representative - Local Dispatch

Job Description: Customer Service Representative – Local Cartage Operations
Department: Operations
Reports To: Dispatch Manager

Position Summary:

The Customer Service Representative is responsible for providing timely and accurate communication to customers, coordinating local pickup and delivery activities, and supporting dispatch and driver operations. This role serves as a primary point of contact for customers regarding shipment status, delivery scheduling, documentation, and issue resolution.

Success in this position requires strong organizational skills, attention to detail, and the ability to manage multiple customer accounts in a fast-paced transportation environment. The role plays a critical part in supporting efficient cartage operations while maintaining high levels of customer satisfaction.

Essential Job Functions:

· Respond to customer inquiries via phone and email in a timely, professional manner.
· Coordinate local pickup and delivery requests with dispatch and drivers.
· Enter, update, and maintain shipment details in the transportation management system.
· Communicate delivery schedules, delays, and service updates to customers as needed.
· Prepare and distribute required shipment documentation, including delivery orders and proof of delivery (POD).
· Monitor daily shipment activity to ensure on-time performance and customer expectations are met.
· Identify and resolve service issues, delivery discrepancies, or documentation errors.
· Maintain accurate records related to customer accounts, deliveries, and billing support.
· Work closely with dispatch, drivers, and warehouse personnel to ensure smooth daily operations.
· Cross-train on other customer accounts and assist with related operational or administrative tasks as needed.

Work Environment & Role Expectations:

· Regular use of computers, phones, and transportation management systems to manage shipments and communication.
· Requires sustained attention to detail and the ability to work in a time-sensitive environment.
· Coordination with dispatch, drivers, customers, and internal departments throughout the day.
· Clear, professional, and courteous communication is expected in all interactions.
· Must be able to adapt to changing delivery schedules, customer needs, and operational priorities.

Cognitive, Physical, and Communication Requirements:

· Ability to focus on detailed shipment information and resolve routine service issues.
· Frequent written and verbal communication with customers, drivers, and internal staff.
· Prolonged periods working at a desk and computer.
· Comfortable with data entry, document review, and prioritizing multiple tasks throughout the workday.

Minimum Qualifications:

· High school diploma or GED required; additional coursework in logistics, transportation, or business is a plus.
· 1–3 years of customer service experience, preferably in trucking, transportation, or logistics.
· Knowledge of local cartage operations, dispatch support, or freight movement preferred.
· Proficient in Microsoft Office and comfortable using transportation or logistics software (TMS).
· Strong organizational skills with the ability to multitask and meet deadlines.

Disclaimer:

This job description outlines the general nature and key responsibilities of the role. It is not intended
to be an exhaustive list of duties or requirements. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions in accordance

Pay: $16.00 - $18.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: In person