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Job Description
Customer Service Representative at Jones Logistics Customer Service Representative at Jones Logistics in Hartland, Wisconsin Posted in about 3 hours ago.
Type:
full-time
Job Description:
The Customer Service Representative (CSR) is responsible for providing exceptional day-to-day support for customer logistics operations while ensuring accuracy, efficiency, and superior service delivery. This role serves as a critical communication link between customers, drivers, operations teams, and internal departments to ensure freight movement is executed seamlessly. The CSR will proactively manage customer requests, shipment coordination, scheduling, issue resolution, and operational communication while supporting account performance goals. This individual must possess strong communication skills, attention to detail, and the ability to problem-solve in a fast-paced transportation environment. The ideal candidate is highly organized, customer-focused, and capable of managing multiple responsibilities while maintaining service excellence. Key Responsibilities Customer Support & Account Management Serve as a point of contact for customer inquiries, requests, and service-related concerns. Provide accurate and timely communication regarding shipment status, scheduling updates, service disruptions, and problem resolution. Build and maintain strong working relationships with customer contacts to ensure customer satisfaction. Respond promptly and professionally to customer issues while escalating complex concerns when necessary. Ensure all customer interactions reflect company service standards and professionalism. Logistics Coordination Coordinate daily shipment scheduling, load planning, and service execution for assigned customer operations. Communicate effectively with drivers, dispatch, operations managers, and customer personnel to ensure smooth freight movement. Monitor shipment progress and proactively address delays, service interruptions, or scheduling conflicts. Support load entry, order management, appointment scheduling, and customer-specific operational requirements. Ensure proper documentation, data entry, and system accuracy. Operational Compliance & Reporting Maintain compliance with company procedures, customer requirements, and DOT-related operational standards. Assist with tracking and reporting key operational metrics including service failures, detention, on-time performance, and customer KPIs. Review reports and operational data for accuracy and communicate discrepancies appropriately. Support billing accuracy through proper documentation and communication. Problem Resolution Troubleshoot service issues, driver concerns, and customer challenges efficiently. Investigate operational problems thoroughly and develop practical solutions. Collaborate with supervisors and operations leadership to resolve recurring service challenges. Maintain a proactive approach to preventing service failures. Team Collaboration Work closely with Customer Service Supervisors, dispatch teams, and operational leadership to support overall account success. Participate in process improvement initiatives to enhance efficiency and customer satisfaction. Support cross-training efforts and assist with operational coverage when needed. Occasionally travel to other locations for training, support, or operational alignment. Required Qualifications Minimum of 1 year of customer service experience, preferably in transportation, logistics, or supply chain Strong communication skills, both verbal and written Excellent organizational and multitasking abilities High attention to detail and accuracy Ability to work effectively in a fast-paced, deadline-driven environment Strong problem-solving and decision-making skills Proficiency in Microsoft Office Suite, including Excel and Word Ability to learn transportation management systems and customer-specific software Flexibility to work assigned shifts based on operational demands
