Customer Service Support Representative - ATS Inc.

Customer Service Support Representative (CSSR)

As a Customer Service Support Representative (CSSR), you play a critical role in strengthening customer relationships and supporting the success of our transportation operations. Serving as the bridge between customers, sales, and operations, you help ensure every load is managed accurately, efficiently, and with exceptional service.

In this fast-paced, relationship-driven role, you will build trust with customers, proactively solve challenges, and collaborate across departments to deliver outstanding experiences. You thrive in an environment where priorities shift quickly, communication is constant, and attention to detail directly impacts customer satisfaction and operational success.

If you are a highly organized professional who enjoys developing strong relationships, solving problems, and contributing to a collaborative team culture, we'd love to hear from you.

Deliver Exceptional Customer Service: Serve as the primary liaison between customers and ATS operations, ensuring timely communication, issue resolution, and a positive customer experience.

Build & Maintain Customer Relationships: Develop strong, trust-based relationships with customers by understanding their business needs and providing responsive, solution-focused support.

Manage Load Data & Sales Information: Accurately enter and maintain load details, pricing, negotiated rates, specifications, and related information within company systems.

Collaborate Across Departments: Partner closely with Business Development, Operations, Credit, and other internal teams to support customer needs and ensure seamless service execution.

Support Customer Growth & Retention: Communicate customer feedback, opportunities, and market insights to help strengthen existing relationships and identify growth opportunities.

Evaluate Opportunities & Provide Solutions: Quickly assess pricing, capacity, timing, and customer requirements to help position loads for success while mitigating potential risks.

Facilitate Credit & Financial Processes: Verify customer credit status, obtain approvals when necessary, and work collaboratively with the Credit department to support business operations.

Ensure Accurate Post-Delivery Execution: Coordinate post-delivery activities to support timely invoicing, accurate driver compensation, and overall operational efficiency.

Prioritize Service Excellence: Respond promptly and accurately to customer inquiries, internal requests, and operational challenges while maintaining a low TBI percentage and meeting department goals.

Drive Process Improvement: Leverage analytical thinking and problem-solving skills to identify opportunities for efficiency, improve customer experiences, and support continuous improvement initiatives.

Support Team Success: Provide assistance across Customer Service functions during periods of high volume, employee absences, or changing business needs.

Champion ATS Values: Align actions, behaviors, and decisions with ATS culture, company values, and All-Employee Competencies while contributing to a positive and collaborative work environment.

• Associate degree, related coursework, or 1–2 years of education, training, and/or equivalent experience in customer service, sales, marketing, transportation, or a related field.
• Strong customer service, relationship-building, and communication skills with the ability to engage professionally with internal and external stakeholders.
• Excellent analytical, negotiation, and problem-solving abilities.
• General knowledge of U.S. geography and basic map-reading skills preferred.
• Proficiency with Microsoft Office applications, including Word, Excel, and Outlook.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Demonstrated ability to work independently while contributing as a collaborative team member.
• Strong organizational skills and attention to detail.
• Experience building relationships and effectively managing workload priorities.
• Ability to communicate and collaborate with individuals from diverse backgrounds and cultures.
• Transportation, logistics, or freight industry experience is preferred but not required.
• Willingness to travel occasionally, including infrequent overnight travel.

This position primarily operates in an office environment and requires frequent use of computers, keyboards, and communication tools. The role involves regular interaction with customers and internal stakeholders and may occasionally require responsibilities outside normal business hours based on business needs.

• Total cash compensation range of this position is $51,000 to $71,000 which includes a base salary range that starts at $48,000 plus first-year training incentive of $3,000. Base salary offered is determined by relevant experience, education, certifications, and geographic location as compared to others doing substantially similar work. In…