Overview
At World Trade Logistics, we deliver reliable, high-touch freight and logistics solutions to our clients. We are seeking a proactive, detail-oriented Customer Service Representative to join our operations team. In this role, you will serve as the primary liaison between our customers, carrier networks, and internal operations, ensuring accurate shipment tracking, clear communication, and efficient problem resolution in a fast-paced logistics environment.
Primary Responsibilities
- Customer Relationship Management: Act as the primary point of contact for customer inquiries via phone, email, and web portals, cultivating strong, trusted partnerships with designated accounts.
- Shipment Tracking & Visibility: Proactively monitor freight movements, track load statuses, and provide accurate, timely delivery updates to customers.
- Order Processing & Portal Management: Execute order entry, schedule delivery appointments, and process load acceptances or rejections based on current operational capacity.
- Operational Collaboration: Coordinate daily with operations teams, fleet managers, and carriers to secure capacity, align on service expectations, and prevent service disruptions or accessorial charges.
- Coordinating other freight forwarding needs for our customers as needed (LTL, 3-5 day, white glove, etc.)
- Ensure compliance with industry regulations such as TSA & FDA regulations when applicable.
- Proactive Issue Resolution: Utilize logistics dashboards and tracking reports to identify potential transit delays or operational bottlenecks, implementing swift, cross-functional solutions.
- Administrative & Documentation Support: Scan, index, and audit critical shipping documents (bills of lading, delivery receipts, manifests) and process initial accessorial charge requests.
- Account Analytics: Monitor freight volumes and service trends, alerting management and sales teams to fluctuations in customer load volume or specialized service requirements.
Required Qualifications
- Education: High School Diploma or GED equivalent.
- Experience: 1 to 2 years of professional experience in customer service, account management, or administrative support.
- Problem-Solving Skills: Strong critical thinking and decision-making capabilities with a sense of urgency to resolve operational challenges efficiently.
- Work Ethic & Initiative: Self-motivated, strong work ethic, high personal drive, and a desire to grow within the company and industry.
- Technical Proficiency: Demonstrated experience utilizing the Microsoft Office Suite (Word, Outlook, Excel) for daily operational tasks.
- Communication Skills: Exceptional written and verbal communication abilities, with a highly professional telephone and email etiquette.
- Organizational Skills: Strong multitasking and prioritization capabilities, with a rigorous attention to detail and accuracy under strict daily deadlines.
Preferred Skills & Competencies
- Prior experience in transportation, freight brokerage, or supply chain logistics.
- Proven ability to negotiate, influence, and collaborate effectively with both internal departments and external vendors.
- Capacity to remain adaptable and maintain a positive, solutions-oriented approach in a dynamic, high-volume environment.
- Strong knowledge of transportation management systems (TMS), EDI platforms and dispatching tools.
- Familiarity with 3PL operations
Pay: $45,000.00 - $48,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
