Customer Service Associate

Schedule: Sat–Mon, 7:00 AM – 7:00 PM (occasional option to work Fridays)
Training Schedule: Mon–Fri, 8:00 AM – 5:00 PM (minimum of 3 weeks)
Work Location: 100% On-Site

The Customer Service Associate (CSA) is responsible for managing relationships between carriers, customers, and the sales team for assigned accounts. This includes gaining an in-depth understanding of customer organizations, product needs, processes, and procedures, and working closely with the sales team to deliver exceptional customer service.

• Serve as the primary contact between the supply chain team and assigned external customers.

• Manage all aspects of customer relationships, including reviewing and promptly resolving incoming email requests.

• Build and maintain strong relationships with key internal and external contacts.

• Utilize multiple dispatch and scheduling systems (e.g., TES, LME, Four Kites, OTR, Retailix, Retail Link, UNFI, One Network) to resolve operational issues.

• Maintain knowledge of company policies, procedures, software applications, and customer organizational structures.

• Identify cost-effective solutions to meet customer needs while optimizing operational efficiency.

• Implement problem-solving strategies to address and resolve issues affecting delivery timelines and customer satisfaction.

• Represent the company professionally in all customer interactions.

Education:

• Bachelor's degree or equivalent work experience in customer service or transportation/logistics.

Experience:

• Customer service experience beyond call center work required.

• Dispatch experience in transportation/logistics is a plus.

Skills:

• Proficiency with Microsoft Office applications.

• High-volume email handling (up to or exceeding 300 emails per day).

• Strong written, verbal, and interpersonal communication skills.

• Conflict management, negotiation, and problem-solving skills.

• Ability to multi-task effectively and maintain a positive attitude.

Additional Information:

• Supervisory Responsibilities: None

• Travel: None