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

UNIVERSAL FOREST PRODUCTS INC

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Customer Service Representative