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 resolutionData entry (documenting calls and emails internally)Process shipment change requests and follow up to ensure completionRun customer reports and provide results to appropriate parties on timeReview shipment tracking history and report delaysMaintain records and logs as required by specific job functionConsistently monitor email requests and provide detailed information in a timely fashionRegular and dependable attendanceOffice cleanliness - work space must be kept neat and organizedOther duties as assigned

Requirements:

Must have at least 1 year of customer service experienceDemonstrated ability to carry out assignments to their completion and meet deadlinesAbility to establish and maintain effective working relationships with customers, employees, and managementDesire for a long term career with an industry-leading companyAbility to present and maintain a positive corporate image in a fast paced environmentProactively establish and maintain effective working team relationships with all support departmentsMust be proficient with Microsoft Office products – in include: Word, Excel, PowerPoint, Outlook, etcAbility 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 timeAbility to handle heavy work load and work well under pressureUnderstanding of industry specific documents (Bill of lading, Master Air Way Bill, TSA forms, Hazamt, etc)High School diploma or GED equivalentMust be able to pass basic Hazardous Materials Training

Skills:

An ideal candidate will possess a “can do” attitude with a “will do” work ethicStrong verbal and written communication skillsExperience with a DOS based operating system AS400 a plusTransportation industry knowledge and experience is a plusComputer skills to include: Microsoft Office, Outlook, and Excel, multiple internet browsers and tabsAbility to type 35 wpm

Forward Air is an Equal Opportunity employer.