Customer Service Representative

Principal Function: The Customer Service Representative supports on-demand courier, expedited, semi, and flatbed operations by delivering timely, accurate, and professional customer communication throughout the shipment lifecycle. This role directly contributes to on-time performance, service reliability, and customer satisfaction metrics by coordinating closely with drivers and operations teams and responding effectively to time-sensitive service needs.

Essential Duties and Responsibilities: Duties include, but are not limited to:

• Delivers the customer experience strategy across a range of touch points, channels, services, and solutions.
• Serve as a reliable communication link between customers, drivers, and operations teams
• Provide proactive shipment updates for on-demand, courier, expedited, and scheduled loads
• Clearly communicate ETAs, delays, and exceptions to prevent service escalations
• Maintain professional, solution-focused communication during high-pressure or time-critical situations
• Accurately enter and update shipment details in the TMS
• Ensure special instructions are captured for flatbed freight, including securement requirements, photos, permits, or customer-specific handling
• Process proof of delivery (POD), bills of lading, and other shipment documents in a timely manner
• Maintain complete, audit-ready records of customer communications and servic