Position: Customer Service Representative

　　Shift & Schedule: Monday through Saturday 2:30pm-8pm

　　Job Description:

　　The 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 multitask and perform several duties at one time

　　Ability to handle heavy workload and work well under pressure

　　Understanding of industry specific documents (Bill of lading, Master Air Waybill, TSA forms, Hazmat, 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.

　　#IND

　　About Us

　　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 (https://www.newsweek.com/americas-most-trustworthy-companies-2022/transport-logistics-packaging) " publication

　　About the Team