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JT
JLT TRUCKING, INC
Dispatcher / Customer Service Representative
Career Insights for Customer Service Representative (General)
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Scorecard
Based on Maryland data
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What they do
A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
$38,684 / year median in Maryland
-16% projected decline
Job Description
Job Summary Jerome L. Taylor Trucking is seeking a highly organized, customer-focused Dispatcher / Customer Service Representative to join our Operations team. This role serves as the communication hub between customers, drivers, dispatch, sales, billing, and operations to ensure exceptional service and efficient daily operations. The ideal candidate thrives in a fast-paced environment, enjoys problem-solving, communicates effectively, and takes pride in providing outstanding customer service while supporting daily dispatch activities. Essential Responsibilities Customer Service
- Answer incoming customer calls, emails, and online service requests professionally and promptly.
- Resolve customer concerns regarding missed pickups, billing questions, service schedules, container requests, and account updates.
- Create and update work orders accurately within the dispatch software.
- Communicate service delays, recoveries, and operational updates to customers.
- Follow up on unresolved customer concerns until completed.
- Build positive relationships through exceptional customer service. Dispatch & Operations
- Coordinate daily routes, drivers, trucks, and equipment.
- Monitor route progress throughout the day and communicate changes to drivers.
- Dispatch additional pickups, exchanges, deliveries, removals, and emergency services.
- Coordinate with Operations, Maintenance, Sales, and Billing to ensure timely service.
- Track route completion and document service exceptions.
- Assist with schedule adjustments due to weather, breakdowns, staffing, or customer needs. Qualifications
- High school diploma or equivalent required.
- Associate's or Bachelor's degree preferred; relevant college coursework, internships, or equivalent experience will be considered.
- Previous dispatch, logistics, transportation, customer service, or administrative experience preferred.
- Strong computer skills, including Microsoft Office (Outlook, Excel, Word).
- Experience with dispatch or routing software is a plus.
- Excellent verbal and written communication skills.
- Strong organizational and multitasking abilities.
- Ability to work in a fast-paced environment while maintaining attention to detail. Preferred Skills
- Excellent customer service and conflict resolution skills.
- Strong communication and interpersonal skills.
- Ability to prioritize multiple tasks simultaneously.
- Strong problem-solving and decision-making abilities.
- Ability to work independently and as part of a team.
- Professional demeanor and positive attitude.
- Commitment to safety, accountability, and operational excellence.