Customer Service Representative

Forward Air Corporation; Greeneville (TN); On-site; USD 19,286 - 27,552; Full time

Job summary

Forward Air Corporation in Greeneville, TN, seeks a Corporate Customer Service Representative to handle inbound calls and emails from customers and internal staff, resolving questions about services and shipments with high courtesy and professionalism.

The role emphasizes data entry, timely reporting, and maintaining records, with a Monday–Friday schedule and a starting wage of $17.00 per hour. The team supports a fast-paced logistics environment.

Qualifications

• Must have at least 1 year of customer service experience.
• Demonstrated ability to complete assignments and meet deadlines.
• Ability to maintain effective working relationships with customers and coworkers.
• Desire for a long-term career with an industry-leading company.
• Proficiency with Microsoft Office products (Word, Excel, PowerPoint, Outlook).
• Ability to multitask and work under pressure.
• Understanding of industry documents (Bill of Lading, TSA forms, etc.).
• High School diploma or GED.

Responsibilities

• Answer incoming customer calls, emails, and chat for one-touch resolution.
• Data entry and internal documentation of calls and emails.
• Process shipment change requests and follow up.
• Run customer reports and share results with relevant parties.
• Review shipment tracking history and report delays.
• Maintain records and logs as required by function.
• Monitor email requests and provide timely information.
• Assist with general administrative duties (phone, filing, scanning).
• Demonstrate regular and dependable attendance.

Job description

Position

Corporate Customer Service Representative

Compensation

$17.00 per hour

Schedule

Monday – Friday, Mandatory flex schedule between 11:15 am–8:15 pm

Job Description

The Corporate Customer Service Representative will field incoming calls from external customers, internal sales representatives, and other internal station staff. These calls are to include general questions about the company and service offerings, complaints or shipment tracking inquiries. The Customer Service Representative will respond with the highest degree of courtesy, integrity, and professionalism to resolve customer issues via phone and email communication.

Core Duties & Responsibilities

• Answer incoming customer calls, emails, and chat to provide detailed information for one-touch resolution
• Data entry (documenting calls and emails internally)
• Process shipment change requests and follow up to ensure completion
• Run customer reports and provide results to appropriate parties on time
• Review shipment tracking history and report delays
• Maintain records and logs as required by specific job function
• Consistently monitor email requests and provide detailed information in a timely fashion
• Regular and dependable attendance
• Office cleanliness – work space must be kept neat and organized
• Other duties as assigned

Requirements

• Must have at least 1 year of customer service experience
• Demonstrated ability to carry out assignments to their completion and meet deadlines
• Ability to establish and maintain effective working relationships with customers, employees, and management
• 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 working team relationships with all support departments
• Must be proficient with Microsoft Office products – include: Word, Excel, PowerPoint, Outlook, etc.
• Ability to perform general administrative duties – include: use of multi-line phone, perform data entry, filing, photocopies, scanning, etc.
• Ability to multitask and perform several duties at one time
• Ability to handle heavy work load and work well under pressure
• Understanding of industry specific documents (Bill of lading, Master Air Way Bill, TSA forms, Hazmat, etc.)
• High School diploma or GED equivalent
• Must be able to pass basic Hazardous Materials Training

Skills

• An ideal candidate will possess a “can do” attitude with a “will do” work ethic
• Strong verbal and written communication skills
• Experience with a DOS based operating system AS400 (a plus)
• Transportation industry knowledge and experience is a plus
• Computer skills to include: Microsoft Office, Outlook, and Excel, multiple internet browsers and tabs
• Ability to type 35 wpm

Forward Air is an Equal Opportunity employer.