Customer Service Representative - Intermodal

Forward Air is a leading asset-light provider of transportation services, operating across the United States, Canada, and Latin America. With a comprehensive national network of terminals, Forward Air specializes in expedited less-than-truckload services, which includes local pick-up and delivery, shipment consolidation and deconsolidation, warehousing, and customs brokerage. The company also offers truckload brokerage services, dedicated fleet services, as well as intermodal and high-value drayage services for first and last-mile transportation to and from seaports and railheads. Additionally, Forward Air provides dedicated contract and Container Freight Station warehouse and handling services, positioning itself as a single resource for a full spectrum of shipping needs. Beyond domestic services, Forward Air operates Omni Logistics, a global provider of air, ocean, and ground services tailored for mission-critical freight needs.

At Forward Air, people power the motion of freight. Whether an employee works in the warehouse, on the road, or behind the screen, each team member plays a crucial role in keeping the global logistics network alive and running smoothly. The company prides itself on delivering excellence and professionalism, consistently striving to offer customers reliable, efficient, and innovative transportation solutions. As an Equal Opportunity employer, Forward Air fosters a positive and supportive work environment grounded in integrity, teamwork, and dedication.

The Customer Service Representative - Intermodal at Forward Air is a pivotal role responsible for ensuring seamless communication and coordination between customers and the operations team to facilitate the delivery of intermodal containers. This position offers an annual salary range of $50,000 to $60,000 and operates on a Monday through Friday schedule from 6 am to 3 pm, making it a stable, full-time opportunity for candidates seeking long-term engagement in the logistics and transportation industry.

In this role, the representative will be tasked with managing a high volume of incoming customer emails and phone calls, ensuring timely and courteous responses that reflect Forward Air's commitment to service excellence. They will be responsible for daily communication with customers regarding available shipments and delivery schedules, as well as tracking container shipments through rail websites to keep clients informed on the status of their goods. The role requires comprehensive data entry skills to accurately input customer orders into the system, verify orders for rate accuracy, and resolve any discrepancies promptly.

Moreover, the Customer Service Representative will maintain updated customer information on Standard Operating Procedure (SOP) forms, ensure effective coordination with the operations team about daily schedules, and notify customers of any delays or changes in shipment timelines. Effective communication skills are essential, as the representative must compose clear, professional emails and have the ability to monitor and respond to incoming communications consistently throughout the workday.

Cross-training on all customer accounts is an integral part of the role, supporting operational flexibility and responsiveness. Dependable attendance and the ability to perform various administrative duties, such as photocopying and additional data entry tasks, are also fundamental requirements of the position. Forward Air seeks individuals with a "can do" attitude and strong work ethic who can thrive in a fast-paced environment while supporting a wide range of customer service functions that contribute to the company’s logistics excellence.