Freight Customer Service Representative (1+ yrs exp required)

28Freight; Wilmington (MA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

401(k) Matching

Health Insurance

Dental Insurance

Vision Insurance

Flexible Spending Account

Long-Term Disability

Paid Time Off

Paid Holidays

Professional development

Job summary

28Freight is a Boston-based logistics company seeking a Customer Service Representative who is motivated, detail-oriented, and passionate about excellent service. You will be the heartbeat of our operation, ensuring freight moves on time and drivers are supported while customers stay satisfied.

The role emphasizes managing customer accounts, entering orders into the TMS, providing updates and documentation, and collaborating with Dispatch and Operations to resolve issues.

Qualifications

• High School Diploma or GED.
• Minimum of two years of customer service, logistics, transportation, or operations experience.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational and time management abilities.
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
• Ability to work independently while contributing to a collaborative team environment.

Responsibilities

• Serve as primary contact for assigned customer accounts, developing trusted, long-term relationships through exceptional service and consistent communication.
• Deliver an outstanding customer experience by responding promptly and professionally to phone calls, emails, and customer inquiries.
• Build confidence with customers by providing accurate shipment information, proactive updates, and timely resolution of issues.
• Understand each customer's transportation requirements and work collaboratively to deliver solutions that meet or exceed expectations.
• Take ownership of customer concerns from initial contact through final resolution, ensuring issues are resolved efficiently and professionally.
• Receive, review, and accurately enter transportation orders into the company's Transportation Management System (TMS).
• Generate freight quotations based on customer requirements and company pricing guidelines.
• Coordinate shipment activity with Dispatch to ensure pickups and deliveries are executed according to customer expectations.
• Monitor active shipments from pickup through delivery while proactively communicating service updates, delays, and exceptions.
• Provide customers with shipment tracking, ETA, POD, and other transportation documentation as requested.
• Prepare and assist with Bills of Lading (BOLs), shipping documents, and customer-specific transportation requirements.
• Maintain continuous communication with Dispatch and Operations to ensure service commitments are met.
• Research shipment discrepancies, service failures, billing questions, and customer concerns while coordinating appropriate resolutions.
• Monitor HubSpot and other communication platforms to ensure all customer requests receive timely responses.
• Maintain accurate shipment records and customer documentation within company systems.
• Identify opportunities to improve operational efficiency, customer communication, and internal processes.
• Act as the voice of the customer by communicating customer feedback, concerns, and service opportunities to leadership.
• Support customer retention by delivering consistent, dependable service that builds long-term partnerships.
• Contribute to a culture focused on teamwork, accountability, operational excellence, and continuous improvement.
• Maintain compliance with company policies, standard operating procedures, and quality standards.
• Perform additional duties and special projects as assigned.

Skills

Communication

Organizational skills

Time management

MS Office

Independent worker

Team collaboration

Education

High School Diploma or GED

Tools

TMS

HubSpot

EDI platforms

CRM software

Job description

28Freight is a Boston-based expedited and asset-based logistics company serving customers throughout New England. We operate with a mix of company-owned tractor trailers and independent contractors, delivering time-sensitive, specialized freight with reliability and care. Our success depends on precision, communication, and customer trust — and at the center of that operation is our Customer Service Team.

We are growing rapidly and are looking for a Customer Service Representative who is motivated, detail-oriented, and passionate about providing excellent service. This is not just a seat-filling role — Customer Service is the heartbeat of our operation, and you will have a direct hand in ensuring our freight moves on time, our drivers are supported, and our customers remain satisfied.

Role Overview

The role of Customer Service Representative is a critically important role in the overall success of the organization. As a customer-focused services company, you ensure that the customer’s expectations are communicated and managed. You are an advocate for the customer and are focused on ensuring they have a great experience every time they interact with 28Freight.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for assigned customer accounts, developing trusted, long-term relationships through exceptional service and consistent communication.
• Deliver an outstanding customer experience by responding promptly and professionally to phone calls, emails, and customer inquiries.
• Build confidence with customers by providing accurate shipment information, proactive updates, and timely resolution of issues.
• Understand each customer's transportation requirements and work collaboratively to deliver solutions that meet or exceed expectations.
• Take ownership of customer concerns from initial contact through final resolution, ensuring issues are resolved efficiently and professionally.

Transportation Coordination

• Receive, review, and accurately enter transportation orders into the company's Transportation Management System (TMS).
• Generate freight quotations based on customer requirements and company pricing guidelines.
• Coordinate shipment activity with Dispatch to ensure pickups and deliveries are executed according to customer expectations.
• Monitor active shipments from pickup through delivery while proactively communicating service updates, delays, and exceptions.
• Provide customers with shipment tracking, estimated arrival times (ETA), proof of delivery (POD), and other transportation documentation as requested.
• Prepare and assist with Bills of Lading (BOLs), shipping documents, and customer-specific transportation requirements.

Operational Support

• Maintain continuous communication with Dispatch and Operations to ensure service commitments are met.
• Research shipment discrepancies, service failures, billing questions, and customer concerns while coordinating appropriate resolutions.
• Monitor HubSpot and other communication platforms to ensure all customer requests receive timely responses.
• Maintain accurate shipment records and customer documentation within company systems.
• Identify opportunities to improve operational efficiency, customer communication, and internal processes.

Customer Success & Continuous Improvement

• Act as the voice of the customer by communicating customer feedback, concerns, and service opportunities to leadership.
• Support customer retention by delivering consistent, dependable service that builds long-term partnerships.
• Contribute to a culture focused on teamwork, accountability, operational excellence, and continuous improvement.
• Maintain compliance with company policies, standard operating procedures, and quality standards.
• Perform additional duties and special projects as assigned.

Qualifications

Required

• High School Diploma or GED.
• Minimum of two years of customer service, logistics, transportation, or operations experience.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational and time management abilities.
• Demonstrated ability to prioritize multiple tasks while maintaining accuracy and attention to detail.
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
• Ability to work independently while contributing to a collaborative team environment.

Preferred

• Experience working within the transportation, trucking, freight brokerage, or logistics industry.
• Experience with Transportation Management Systems (TMS).
• Working knowledge of HubSpot, EDI platforms, or CRM software.
• Familiarity with expedited freight, truckload (TL), less-than-truckload (LTL), dedicated transportation, and final-mile operations.
• Understanding of transportation documentation, including Bills of Lading, Proof of Delivery, and shipment tracking processes.

Physical Requirements

• Ability to safely and successfully perform essential job functions in compliance with ADA, FMLA, and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with ADA, FMLA and otherfederal, state and local standards.
• Ability to talk, listen, and communicate clearly on telephone.

What Success Looks Like in This Role

• Proactive problem solvers who anticipate challenges before they happen.
• Clear communicators who keep both drivers and customers informed.
• Detail-oriented professionals who ensure accuracy in tickets, compliance, and reporting.
• Flexible and adaptable individuals who can adjust to the unpredictable nature of freight logistics.
• Customer champions who understand that every decision impacts service and satisfaction.

Why Join 28Freight?

When you join 28Freight, you join a team that values excellence, innovation, and growth. We’re building a tech-enabled logistics platform designed for scalability and efficiency, and Dispatch is at the center of that transformation.

Here’s what you can expect:

• Impactful work – Your decisions keep freight moving and customers happy.
• Cutting-edge tools – Exposure to TMS platforms, EDI systems, and new technologies shaping logistics.
• Career growth – As 28Freight expands, so do opportunities for advancement.
• Team culture – Collaborative, supportive, and committed to success.
• Competitive compensation & benefits – Recognizing the importance of your role to our business.

Benefits:

• 401(k) with Employer matching
• Health Insurance
• Dental insurance
  
• Vision Insurance
• Flexible Spending Account (Medical and Dependent Care)
  
• Long-Term Disability Insurance
• Paid Time Off
• Paid Holidays
• Professional development assistance
  

Work Authorization Notice:

Authorization to work in the United States is a precondition of employment. We are unable to provide sponsorship, now or in the future, for this position. Candidates who require visa sponsorship to work in the U.S. will not be considered.

28Freight is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.