Customer Service Representative

Customer Service Representative

The Customer Service Representative plays a critical role in supporting intermodal operations by providing exceptional service to external customers. This position requires strong communication skills and the ability to manage inquiries related to freight availability, shipment tracking, and documentation. The ideal candidate will have prior intermodal experience and familiarity with port operations, including Georgia Port Authority processes and container handling. Working closely with Omni, Forward Air, and regional intermodal team members, the CSR will ensure smooth onboarding and training without the need for travel. This is a full-time, on-site role that demands accuracy, professionalism, and a proactive approach to problem-solving in a fast-paced environment.

Responsibilities:

• Answer incoming customer calls and provide detailed information regarding shipments and freight availability.
• Notify customers daily of freight availability and status updates.
• Perform data entry for domestic and international bills of lading.
• Monitor and respond to email requests promptly and professionally.
• Perform daily audits on all outbound shipments to ensure compliance.
• Maintain organized files in accordance with operations procedures and policy manuals.
• Collaborate with regional intermodal team members for on-site training and process alignment.
• Support container acceptance and proper documentation for smaller stations.
• All other duties as assigned to meet evolving business needs.

Qualifications:

• Education: High school diploma or GED equivalent.
• Certification/Licensure: Must be able to pass basic hazardous materials training.
• Minimum of 2 years of customer service experience in the transportation or intermodal industry.
• Strong understanding of industry documents (bill of lading, master air way bills, TSA forms, etc.).
• Ability to perform general administrative duties, including filing, data entry, and photocopying.
• Must have intermodal experience; ability to work independently without extensive training.
• Demonstrated ability to handle heavy workloads and meet deadlines in a fast-paced environment.
• Demonstrated discretion and confidentiality in handling and protecting sensitive information.
• Technical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.).
• Environment: Comfort commuting to/from and working in a 100% on-site setting (listed in this posting), with travel for related meetings/events.

Forward Air is an Equal Opportunity employer.