Customer Service Representative

Forward Air Corp.; Groveport, Northern (OH, KY); Hybrid; USD 25,000 - 34,000; Full time

Job summary

Forward Air Corp. is seeking a Customer Service Representative who will handle front-line support for customers, internal sales, and operations via phone, email, and chat. The role emphasizes accurate information, courteous service, and adherence to scripts.

This entry-level position offers rapid skill development within the transportation and logistics industry. Responsibilities include resolving standard inquiries, documenting interactions, and tracking shipments, with on-site work in a

Qualifications

• High school diploma or GED required.
• At least one year of customer service experience.
• Able to type 35+ wpm with accuracy.
• Strong verbal and written communication skills.
• Proficient with Windows and Office 365.
• Familiar with multiple web browsers and platforms.

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.

Skills

Customer service excellence

Communication skills

Multitasking

Adaptability

Typing 35+ wpm

Confidentiality

Computer proficiency

Education

High school diploma or GED

Tools

Windows OS

Microsoft 365

Teams/Zoom/WebEx

CRM software

Job description

Pay Rate: $21.50 per hour

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.

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.