Customer Service Rep

Future Forwarding Company; College Park (MD); On-site; USD 23,419 - 31,684; Full time

Job summary

Future Forwarding Company is seeking a Customer Service Representative in College Park, MD. You will manage customer accounts, handle high call volumes, and coordinate shipments while maintaining strong carrier relationships and timely communications.

The role requires 1–2 years of customer service experience, a high school diploma, and the ability to multitask in a fast-paced setting. You will enter loads in the WMS and assist with freight-related issues.

Qualifications

• High school diploma required.
• 1–2 years of customer service experience.
• Experience in fast-paced environments with time-sensitive requests and cutoffs.
• Ability to perform unit conversions and calculations.
• Ability to interpret instructions and apply common-sense reasoning.
• Ability to handle problems with multiple variables.

Responsibilities

• Manage customer accounts via phone and email.
• Handle a large number of calls and document interactions.
• Schedule shipments and enter loads in the WMS.
• Coordinate with carriers to resolve issues and ensure on-time pickups/deliveries.
• Maintain carrier and customer relationships and communicate status and changes.
• Notify customers of issues, excess charges, and billing details.
• Represent the customer in dealings with contracted carriers.

Skills

Customer service

Communication

Problem solving

Time management

Education

High school diploma

Tools

WMS

Job description

Core Focus

The Customer Service Representative will provide exemplary customer service to all of our internal and external clients as well as ensuring all communications are responded to in a timely manner.

Role and Responsibilities

• Managing customer accounts
• Handling a large number of phone calls
• Maintaining relationships with carriers and customers
• Scheduling shipments
• Providing input and completing freight bills
• Assisting with communication with carriers when issues arise
• Making recommendations regarding transportation, routing, carrier selection, and helping to meet customer requirements
• Documenting special service requirements of customers and warehouses
• Managing unplanned accessorial charge issues related to the customer and related warehouses
• Representing the customer when working with contracted carriers
• Tracking on time pickups and deliveries
• Entering loads and appointments in the WMS
• Setting pick up and delivery appointments with warehouses
• Tracking loads and monitoring delivery
• Scheduling appointments
• Notifying customers of any issues, excess charge, and excess charge billing

Required Experience

• A high school diploma
• 1-2 years of customer service experience
• Experience working in a fast-paced environment with responsibility for time-sensitive requests and cut off schedules.
• Ability to calculate in all units of measure
• Ability to apply common sense understanding to instructions
• Ability to deal with problems involving several concrete variables

Preferred Skills

• Strong customer service skills and ability to engage with the customer.
• Strong communication skills. Ability to build sustainable trustworthy relationships through open and interactive communication.
• Data entry and analysis. Excellent attention to detail.
• Strong judgment and decision-making skills.
• Ability to multi-task and be adaptable to change.
• Effectively manage last-minute requests, and urgent demands. Demonstrate sense of urgency.

Location

8 hour shift

Monday – Friday

7:00AM – 4:00PM