Customer Relations Coordinator

Cary, NC, USA|

Job Overview

Employment Type

Hourly

Compensation

Hourly

Exact $18.65

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee assistance program

flexible schedule

Career development opportunities

Job Description

Forward Air is a leading provider in the transportation and logistics industry, specializing in expedited surface transportation and related logistics services. Established with a commitment to excellence, Forward Air has built a solid reputation for delivering reliable and efficient freight solutions to customers across North America. The company's operations emphasize quality customer service, integrity, and innovation to meet the dynamic needs of the shipping and logistics sector. As a prominent player in this highly competitive industry, Forward Air is dedicated to fostering a supportive and collaborative work environment, where employees are empowered to grow and contribute to the company's ongoing success. The company values dependability, professionalism, and a strong work ethic among its team members, offering a stimulating workplace for those seeking long-term career growth and industry expertise.

We are currently seeking a dedicated and motivated Customer Service Representative to join the Forward Air team. This full-time position offers a competitive wage of $18.65 per hour with a schedule from Monday through Friday, 2 pm to 10 pm. The role is integral to maintaining excellent customer relations by professionally handling inquiries, complaints, and shipment tracking requests via phone and email. The Customer Service Representative acts as the primary point of contact for external customers and is responsible for providing timely, accurate, and courteous communication to resolve any logistical issues that arise. This position requires a keen attention to detail, strong organizational skills, and the ability to multitask in a fast-paced operational environment.

The successful candidate will be tasked with managing customer calls, entering data related to domestic and international shipments, maintaining operational logs, conducting audits on outbound shipments, and ensuring administrative compliance with company policies and procedures. Additionally, the role involves specific responsibilities unique to smaller stations, such as preparing in-bond documentation, processing dock receipts for export bookings, and maintaining office cleanliness. Forward Air supports its employees in performing their duties efficiently by providing the necessary tools and training to succeed within the logistics industry. This position offers an excellent opportunity for individuals who are committed to delivering high standards of customer service and who thrive in a dynamic and fast-moving environment. Emphasizing teamwork and proactive communication, the Customer Service Representative plays a key role in upholding Forward Air's reputation as a trusted logistics partner.

Job Requirements

Demonstrated ability to carry out assignments to completion and meet deadlines
Ability to establish and maintain effective working relationships with employees and managers
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 team relationships with all support departments
Must be proficient with Microsoft Office including Word, Excel, PowerPoint, Outlook
Ability to perform general administrative duties such as filing, data entry, photocopying
Ability to handle heavy workload and work well under pressure
Understanding of industry documents including bill of lading, master air way bills, TSA forms
High school diploma or GED equivalent
Must be able to pass basic hazardous materials training

Job Qualifications

High school diploma or GED equivalent
Proficient with Microsoft Office products including Word, Excel, PowerPoint, and Outlook
Ability to perform general administrative duties such as filing, data entry, and photocopying
Understanding of industry documents including bill of lading, master air way bills, TSA forms
Experience with AS400 operating systems is a plus
Knowledge and experience in the transportation industry is a plus
Strong verbal and written communication skills
Ability to work well under pressure
Ability to maintain positive corporate image in a fast-paced environment
Ability to establish and maintain effective working relationships

Job Duties

Answer incoming customer calls and provide detailed information
Notify customers daily of freight availability
Perform data entry for domestic and international bills
Maintain a driver sign-in log
Maintain a cash log file
Keep files organized as per operations procedures and policy manual
Conduct daily audits on all outbound shipments
Manage inbound and outbound manifests using AS400
Monitor and respond to email requests promptly
Maintain regular and dependable attendance
Prepare in-bond documentation for smaller stations
Accept "containers" with proper documentation for smaller stations
Maintain office cleanliness such as vacuuming and emptying trash for smaller stations
Process dock receipts for export bookings and maintain spreadsheets for smaller stations
Perform other duties as assigned