Transportation Customer Service Representative

UFP Transportation, Inc.; New Waverly (TX); On-site; USD 35,000 - 52,000; Full time

Job summary

UFP Industries is seeking a Transportation Customer Service Representative to manage customer interactions, track shipments, and proactively resolve issues. You will be the primary contact for customers, ensuring timely updates and coordinating with internal teams and external partners to maintain accurate system records.

This role supports on-time delivery, customer satisfaction, and continuous improvement in transportation service performance through effective communication and data accuracy.

Qualifications

• 1–3 years of experience in transportation, logistics or customer service.
• Understanding freight movement, delivery schedules, and terminology preferred.
• Familiarity with load tracking systems and Transportation Management Systems (TMS).
• Proficiency with Microsoft Office.
• Knowledge of company policies and procedures.

Responsibilities

• Manage customer interactions, track loads, and proactively resolve issues.
• Monitor load status and provide timely delivery updates to customers.
• Serve as the primary contact for customer questions and concerns.
• Identify service disruptions and coordinate resolutions with internal teams and external partners.
• Coordinate with load planning to align on customer needs and ensure follow-up on pending requests.
• Maintain accurate real-time status updates in the system.
• Enter data and conduct research for delayed loads.
• Liaise with external transportation partners to meet service levels and resolve issues promptly.
• Track and report on service performance indicators and identify recurrent issues with process improvements.
• Promote and support the use of portals, tracking tools, and automated notifications.
• Maintain SOPs for assigned plants.

Skills

Freight movement understanding

Load tracking systems

Transportation management systems (TMS

Microsoft Office proficiency

Policies & procedures knowledge

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Job Summary

The Transportation Customer Service Representative plays a key role in delivering high-quality service by managing customer interactions, tracking shipments, and proactively resolving issues. Acting as the primary point of contact for customers, the Customer Service Representative ensures timely updates, coordinates with internal teams and external partners, and maintains accurate system records. This role is essential in supporting on-time delivery, customer satisfaction, and continuous improvement in transportation service performance.

Principal Duties and Responsibilities

• Ensure high quality service by managing customer interactions, tracking load progress, and proactively resolving issues
• Monitor and update customers on load status and delivery times
• Serve as the primary contact for customer questions and concerns
• Proactively identify service disruptions and coordinate resolutions
• Communicate effectively with load planning to align on customer needs and ensure follow up on all pending requests
• Maintain accurate system updates to reflect real time status
• Responsible for required data entry and research associated with delayed loads
• Act as liaison between external transportation partners to ensure service levels are met and issues are promptly resolved
• Track and report on service performance indicators to include identification of recurring issues and recommended process improvements
• Promote and support the use of portals, tracking tools, and automated notifications
• Responsible for maintaining SOPs for assigned plants

Qualifications

• High school diploma or equivalent 1-3 years of experience in transportation, logistics, or customer service role
• Understanding of freight movement, delivery schedules, and transportation terminology preferred
• Familiarity with load tracking systems and transportation management systems (TMS) preferred
• Proficiency in Microsoft Office preferred
• Knowledge of company policies and procedures preferred

The Company is an Equal Opportunity Employer.

Wondering what the companies of UFP Industries are all about? We're successful. We've been around for more than 65 years, and we've been profitable every year since our founding. We work hard, and we know how to set and beat records. We're competitive. Our line of work is demanding, but you'll get back what you put in and have fun doing it. We are family. We care for each other and want to see each other succeed. We enjoy watching each other build great careers and take advantage of the many opportunities we have to advance. And that makes UFP Industries a great place to be. We work hard and smart. We learn and grow from each other, from experience, from trial and error, from success. We collaborate to maintain our competitive edge. And we do it all on a global scale.