About The Role

Schedule: Monday- Friday, Mandatory flex schedule between 11:15am-8:15pm

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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