Customer Service Lead

Forward Air • Greeneville, TN • 7h ago

Position: Customer Service Lead

Job Description:

The Customer Service Lead fields internal and external customer questions, complaints, and shipment tracking inquiries, while demonstrating the highest degree of courtesy, integrity, and professionalism to resolve customer and employee issues.

Core Duties & Responsibilities:

Customer Escalations

Employee Questions

Employee Coaching Opportunities

Daily Reports

Training

Monitoring Calls/Emails in Queue

Phone/Email Coverage

Quality Checks

Monitoring/Assign Follow Up's Daily

Assist with Monitoring Weekly Hours

Assisting with call and email volumes

Data entry (domestic and international bills)

Consistently monitor e-mail request and provide detail information in a timely fashion

Regular and flexible attendance

Other duties as assigned

Requirements:

Demonstrated ability to carry out assignments to their completion and meet deadlines

Ability to establish and maintain effective working relationships with employees and managers

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 including; Word, Excel, PowerPoint, Outlook, etc.

Ability to perform general administrative duties; file, perform data entry, photocopies, etc.

Ability to handle heavy work load and work well under pressure

High school diploma or GED equivalent

Skills:

Ideal candidate will possess a "can do" attitude with a "will do" work ethic

Must have the ability to work in a fast paced environment

Strong verbal and written communication skills

Experience with AS400 operating systems is a plus

Transportation industry knowledge and experience is a plus

Computer skills, including MS Office/Excel, AS400 functions: air-bills, manifest, customer, customer service, reports, etc.

Forward Air is an Equal Opportunity employer.

About Us

Forward Air is a leading asset-light provider of transportation services across the United States, Canada, and Latin America. We provide expedited less-than-truckload services, including local pick-up and delivery, shipment consolidation/deconsolidation, warehousing, and customs brokerage by utilizing a comprehensive national network of terminals. In addition, we offer truckload brokerage services, including dedicated fleet services, and intermodal, first and last-mile, high-value drayage services, both to and from seaports and railheads, dedicated contract and Container Freight Station warehouse and handling services. Forward also operates a full portfolio of multimodal solutions, both domestically and internationally, via Omni Logistics. Omni Logistics is a global provider of air, ocean, and ground services for mission-critical freight. We are more than a transportation company. Forward is a single resource for your shipping needs

We move freight, but we're powered by people. Whether you're in the warehouse, on the road, or behind the screen, every teammate keeps our global business in motion and brings logistics to life.

About the Team

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