Position Overview: The Customer Service Representative manages assigned customer shipments from order entry through final delivery, ensuring accuracy, proactive communication, and exceptional customer service. This role works closely with customers, Dispatch, and internal teams to coordinate shipments, monitor container movement, resolve issues, and maintain accurate documentation. The ideal candidate is organized, detail-oriented, innovative, and able to thrive in a fast-paced port environment while supporting operational efficiency, accurate billing, and customer satisfaction.
Available Shifts subject to needs at time of hire:
- 7:00 AM - 4:00 PM
- 7:30 AM - 4:30 PM
- 8:00 AM - 5:00 PM
- 8:30 AM - 5:30 PM
Essential Functions
- Receive and schedule customer delivery orders and requests, exercising sound judgment when coordinating schedules and communicating customer requirements with Dispatch.
- Accurately enter orders into the computer system for dispatch, applying knowledge of intermodal transportation and port operations.
- Verify container availability and release status through port terminal websites and steamship line portals. Monitor Last Free Day (LFD), per diem exposure, and port availability to support timely container movement.
- Verify required documentation, customs clearance, steamship line releases, and billing requirements before coordinating container pickup and delivery.
- Prepare customer reports and shipment tracking updates as needed, including divisional pool, MDR, CNI, Daily Activity, and Dispatch Status reports.
- Proactively communicate service failures, delays, and operational concerns to the appropriate supervisor or management.
- Identify and recommend solutions to improve customer service, operational efficiency, and shipment execution.
- Create and maintain accurate customer and location profiles to support customer-specific requirements and billing accuracy.
- Provide dispatch support as needed based on business volume and vacation coverage.
- Perform other duties and projects as assigned by management.
Required Skills
- Strong data entry and computer skills.
- Excellent written and verbal communication skills.
- Strong organizational skills and attention to detail.
- Proficiency in email and general office functions.
- Ability to think critically, exercise sound judgment, and develop solutions in a fast-paced environment.
Preferred Qualifications
- Previous intermodal transportation experience.
- Familiarity with port terminal websites, steamship line portals, container availability, and port operations.
Salary Range: $55,000-$65,000 annually, based on experience.
Work Location: 915 Delancy Street, Newark, NJ