Position: Corporate Customer Service Representative

Job Description:

The Corporate Customer Service Representative will field incoming calls from external customers, internal sales representatives, and other internal station staff. These calls are to include: general questions about the company and service offerings, complaints or shipment tracking inquiries. The Customer Service Representative will respond with the highest degree of courtesy, integrity, and professionalism to resolve customer issues via phone and email communication.

Core Duties & Responsibilities:

• Answer incoming customer calls, emails, and chat to provide detailed information for one-touch resolution

• Data entry (documenting calls and emails internally)

• Process shipment change requests and follow up to ensure completion

• Run customer reports and provide results to appropriate parties on time

• Review shipment tracking history and report delays

• Maintain records and logs as required by specific job function

• Consistently monitor email requests and provide detailed information in a timely fashion

• Regular and dependable attendance

• Office cleanliness - work space must be kept neat and organized

• Other duties as assigned

Requirements:

• Must have at least 1 year of customer service experience

• Demonstrated ability to carry out assignments to their completion and meet deadlines

• Ability to establish and maintain effective working relationships with customers, employees, and management

• 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 – in include: Word, Excel, PowerPoint, Outlook, etc

• Ability to perform general administrative duties to include: use of multi-line phone, perform data entry, filing, photocopies, scanning, etc.

• Ability to multi task and perform several duties at one time

• Ability to handle heavy work load and work well under pressure

• Understanding of industry specific documents (Bill of lading, Master Air Way Bill, TSA forms, Hazamt, etc)

• High School diploma or GED equivalent

• Must be able to pass basic Hazardous Materials Training

Skills:

• An ideal candidate will possess a “can do” attitude with a “will do” work ethic

• Strong verbal and written communication skills

• Experience with a DOS based operating system AS400 a plus

• Transportation industry knowledge and experience is a plus

• Computer skills to include: Microsoft Office, Outlook, and Excel, multiple internet browsers and tabs

• Ability to type 35 wpm

Forward Air is an Equal Opportunity employer.

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About Us

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 (https://www.newsweek.com/americas-most-trustworthy-companies-2022/transport-logistics-packaging) " publication

About the Team