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Remote Customer Service Representative

Company: Forward Air
Location: Irving
Posted on: May 3, 2021

Job Description:

Forward Air (NASDAQ: FWRD) is a leading asset-light freight and logistics company, providing less-than-truckload ( LTL ), truckload, intermodal and final mile distribution services across the United States and in Canada. We are a highly respected transportation and logistics Company with revenues in excess of $1.3B annually. As an industry leader, we are dedicated to finding and developing the best people. We want individuals who share our core values and demonstrate a true passion for what we do. Forward Air offers excellent compensation and benefits packages to our employees, as well as wage growth opportunities for top performers. Job Title: Customer Service Representative - Full Time Remote Salary: Ramps to $15/hr at 6 months & Beyond. Starts at $14/hr, after 90 days & successful onboarding goes to $14.50 and after 90 Days with satisfactory performance moves to $15/hr. We are hiring multiple people for this position. Job Location: Position can be domiciled any place that has reliable Internet Service and a quiet workspace while you are taking Customer Calls. Company will provide all required equipment. Job Description: The Customer Service Representative will field incoming calls from external customers, internal sales representatives, and other internal station staff. These calls include/encompass the following topics in our LTL Division: shipment tracking inquiries, shipment issue resolution, damages, and general questions about the company and service offerings. 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, activities and emails) into our Call Center software Process shipment change requests and follow up to ensure completion 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 work attendance. Be working when you are scheduled as agreed Other duties as assigned Job Requirements: Must have at least 1 year of Customer Service experience in a Call Center environment *Transportation/Logistics Customer Service experience preferred Experience with Salesforce Customer Service software preferred Ability to multi-task and perform several duties at one time Ability to handle heavy phone/email workload and work well under pressure. Understanding of industry specific documents helpful (Bill of lading, Master Air Waybill, TSA forms, Hazmat, etc) Ability to perform general administrative duties to include: use of multi-line phone, perform data entry, attaching files, updating comments, etc. 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 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 Web software and familiar with Microsoft Office products - including: Word, Excel, PowerPoint, Outlook, etc High School diploma or GED equivalent required, some college preferred 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 Forward Air is an Equal Opportunity employer

Keywords: Forward Air, Irving , Remote Customer Service Representative, Other , Irving, Texas

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