Customer Satisfaction & Tracking Rep (F - M)

Momentum Transportation USA, an award-winning Landstar Agent; Jacksonville (FL); On-site; USD 40,000 - 50,000; Full time

Job summary

Momentum Transportation USA, an award-winning Landstar Agent, is seeking a Customer Satisfaction Representative/Tracking Coordinator. This role supports Friday–Monday shifts (7am–6pm or 8am–7pm) and focuses on building profitable customer relationships by ensuring all requirements are met and issues are resolved promptly.

The ideal candidate has logistics exposure, AS400 experience, and strong English communication.

Qualifications

• Track shipments and statuses and handle inquiries accurately.
• Process EDI and maintain transportation systems.
• Proactively identify issues and implement solutions.
• Fluent English with strong communication and data entry skills.

Responsibilities

• Track and trace shipments and load statuses.
• Coordinate deliveries with carriers and update systems.
• Handle customer inquiries promptly and professionally.
• Maintain attendance and flexibility for overtime as needed.

Skills

Customer service

AS400

MS Office

Data entry

Communication

Problem solving

Time management

Team player

English fluency

Tools

AS400

Job description

Job Summary

This position works Friday to Monday, either 7am - 6pm OR 8am - 7pm. The Customer Satisfaction Representative (CSR) / Tracking Coordinator is responsible for establishing and maintaining profitable relationships with internal and external customers on behalf of the company by taking personal and complete responsibility for each customer contact and by ensuring that all customer requirements are completely met.

Essential Duties and Responsibilities

• Track and trace all shipments and load statuses.
• Processes EDI as required (key account/OEM).
• Update and maintain transportation management and operation systems.
• Proactively identify problems and swiftly implement the appropriate solutions.
• Coordinate deliveries with carriers.
• Prioritizes tasks and workload to focus on issues that directly impact quality and service performance.
• Adhere to company standards on customer satisfaction, accuracy, and timeliness.
• Proactively identify problems and swiftly implement the appropriate solutions.
• Answer all customer inquiries in accordance with the customer satisfaction standards.
• Further increase customer satisfaction and business share through proactive and regular contact.
• Provide complex problem resolution and provide guidance to others.
• Utilize specialized industry and company computer systems and procedures, reference materials/documentation and personal industry knowledge to process client shipments.
• Maintains regular, timely, and consistent attendance at work.
• Flexibility to work overtime as needed.
• Must always demonstrate professional behavior.

Knowledge/Skills/Abilities

• Strong customer service (preferably from a logistics background involving phone experience, pricing, quotes, conflict resolution/problem solving).
• AS400 experience.
• Proficient with computer and Microsoft Office applications.
• Excellent data entry/keyboard skills.
• Strong interpersonal skills to effectively interact with internal and external customers.
• Excellent problem-solving skills with the ability to seek alternative solutions.
• Self-directed, displays initiative, and can work independently.
• Organizational and time management skills.
• Team player with proven ability to work under pressure.
• Strong attention to detail with excellent follow-up.
• Excellent communications skills, both written and oral.
• Strong knowledge of customer service principles & practices.
• Must be fluent in English.