Customer Service Representative- Full Time- 2nd Shift

Forward Air Corp.; Greeneville (TN); On-site; USD 19,000 - 28,000; Full time

Job summary

Forward Air Corp. is seeking a Corporate Customer Service Representative in Greeneville, TN. The role handles calls, emails, and chats, providing information and resolving issues with professionalism.

The position requires at least 1 year of customer service experience, strong MS Office skills, and the ability to multitask in a fast-paced environment. A commitment to long-term growth and teamwork is essential, with an on-site schedule Monday to Friday.

Qualifications

• 1+ year of customer service experience required.
• Ability to complete tasks and meet deadlines in a fast-paced environment.
• Willingness to pass basic Hazardous Materials training.
• Proficient with Microsoft Office products (Word, Excel, PowerPoint, Outlook).
• Ability to multitask and handle heavy workload under pressure.

Responsibilities

• Answer incoming calls, emails, and chat to provide detailed information for one-touch resolution.
• Data entry and documentation of interactions.
• Process shipment change requests and follow up for completion.
• Run customer reports and share results with stakeholders on time.
• Review shipment tracking history and report delays.
• Maintain logs and records as required by the role.
• Provide timely, courteous responses to inquiries.

Skills

Can-do attitude

Strong communication

MS Office / Excel

Type 35 wpm

Education

High School diploma or GED

Tools

AS400

Job description

Position: Corporate Customer Service Representative

Compensation: $17.00 per hour

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

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 – in include: Word, Excel, PowerPoint, Outlook, etc
• Ability to perform general administrative duties to include: use of multi-line phone, perform data entry, filing, photocopies, scanning, etc.
• Ability to multi task 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, Hazamt, 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.

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