Customer Service Representative

Forward Air Corporation; Groveport (OH); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

On-site work environment

Career development opportunities

Job summary

Forward Air Corporation is seeking a Customer Service Representative to provide front-line support to customers, internal sales, and operations via phone, email, and chat. This on-site role emphasizes courtesy, accuracy, and adherence to scripts to ensure consistent service.

The position offers a Monday–Friday 8am–5pm schedule with a pay rate of $21.50 per hour, focusing on rapid skills development in the transportation and logistics industry. Training and teamwork are integral to success.

Qualifications

• High school diploma or GED required.
• At least 1 year of customer service experience in a fast-paced environment.
• Proficient with Windows and Microsoft Office; able to navigate multiple systems.
• Strong verbal and written communication; professional telephone etiquette.
• Ability to multitask and stay calm under pressure.
• Discretion with sensitive information; team-oriented mindset.
• Experience with web conferencing tools (Teams/Zoom/Webex) preferred.

Responsibilities

• Answer incoming calls, emails, and chat inquiries with accurate information and support for standard questions.
• Document interactions in internal systems clearly and efficiently.
• Process basic shipment changes and confirm completion within guidelines.
• Communicate shipment status and delays to customers.
• Escalate issues to senior staff when needed and participate in coaching sessions.

Skills

Customer service

Verbal communication

Written communication

Multitasking

Typing 35+ wpm

Education

High school diploma or GED

Tools

Microsoft Office

Teams

Zoom

Webex

Job description

Schedule: Mon - Fri 8am - 5pm

The Customer Service Representative provides front-line support to customers, internal sales representatives, and operations staff via phone, email, and chat. They focus on standard inquiries related to company services, shipment status, and basic issue resolution. They ensure each interaction is handled with courtesy, professionalism, and accuracy while adhering to established scripts and processes. This position is a career-launching opportunity, focused on rapid skills development, and is well-suited for someone with foundational customer service experience who is eager to learn, grow, and build expertise in the transportation and logistics industry.

Job Description

Pay Rate: $21.50 per hour

Schedule: Mon - Fri 8am - 5pm

Responsibilities

• Answer incoming customer calls, emails, and chat inquiries, providing accurate information and support for standard questions and requests.
• Document all customer interactions thoroughly, accurately, and efficiently in internal systems.
• Process basic shipment change requests and follow up to confirm completion within established guidelines.
• Review shipment tracking history and clearly communicate shipment status, delays, or next steps to customers.
• Monitor shared email inboxes and respond to requests in a timely, professional manner.
• Navigate multiple platforms, browsers, and applications during customer interactions while maintaining accuracy and focus.
• Follow established scripts, workflows, and standard operating procedures (SOPs) to ensure consistency and compliance.
• Proactively identify when an issue should be escalated to a more senior team member or leadership.
• Participate in team meetings, training sessions, and coaching to continuously improve skills and performance.
• Build positive working relationships with internal teams, including sales, operations, and station staff.
• Regular and dependable attendance is required to meet business and customer needs.
• All other duties as assigned to meet evolving business needs.

Qualifications

• Education: High school diploma or GED equivalent required.
• At least one year of customer service experience, preferably in a call center, office, or fast-paced customer-facing environment.
• Solid computer proficiency, with the ability to learn and navigate multiple systems, platforms, and web browsers; ability to type 35+ wpm with strong accuracy to document customer interactions quickly.
• Strong customer service orientation with clear verbal and written communication skills and a professional telephone manner.
• Demonstrated ability to multitask, manage a steady workload, and remain calm and effective under pressure.
• Demonstrated discretion and confidentiality in handling and protecting sensitive information.
• Technical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.)
• Environment: Comfort commuting to/from and working in a 100% on-site setting (listed in this posting), with travel for related meetings/events.