Position: Customer Service Representative

Job Description:

The Customer Service Representative fields external customer questions, complaints and shipment tracking inquiries while demonstrating the highest degree of courtesy, integrity and professionalism to resolve customer issues via phone and email communication.

Core Duties & Responsibilities:

• Answer incoming customer calls and provide detail information

• Notify customers daily of freight availability

• Data entry (domestic and international bills)

• Maintain a driver sign in log

• Maintain a cash log file

• Maintain files in order and as outlined in the operations procedures and policy manual

• Perform daily audits on all outbound shipments

• Arrive inbound manifest and close out outbound manifest in the AS400

• Consistently monitor e-mail request and provide detail information in a timely fashion

• Regular and dependable attendance

• Prepare in-bond documentation (Smaller stations only)

• Acceptance of “containers” and proper documentation (Smaller stations only)

• Office cleanliness: vacuum and trash empty (Smaller stations only)

• Process dock receipt for export bookings and maintain spreadsheet (Smaller stations only)

• Other duties as assigned

Requirements:

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

• Ability to establish and maintain effective working relationships with employees and managers

• 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 including; Word, Excel, PowerPoint, Outlook, etc.

• Ability to perform general administrative duties; file, perform data entry, photocopies, etc.

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

• Understanding of industry documents (bill of lading, master air way bills, tsa forms, etc)

• High school diploma or GED equivalent

• Must be able to pass basic hazardous materials training

Skills:

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

• Must have the ability to work in a fast paced environment

• Strong verbal and written communication skills

• Experience with AS400 operating systems is a plus

• Transportation industry knowledge and experience is a plus

• Computer skills, including MS Office/Excel, AS400 functions: air-bills, manifest, customer, customer service, reports, etc.

Forward Air is an Equal Opportunity employer.

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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" publication