Customer Service Representative

Company Description

Buchanan Hauling and Rigging, Inc. is a full-service transportation company offering truckload van and flatbed services, less than truckload (LTL), expedited options, and a dedicated logistics division. Headquartered in Fort Wayne, Indiana, the company operates 24/7/365 with experienced transportation professionals supporting customers across the United States. Buchanan also provides cross-border transportation to and from Mexico and Canada, partnering with trusted carriers to ensure secure, timely delivery while keeping freight on Buchanan trailers through final delivery in Mexico.

With a diverse equipment inventory that includes specialized trailers and a large fleet of 53-foot air-ride van trailers, Buchanan supports a wide range of hauling needs. A fleet of over 300 trucks, advanced technology, and skilled staff allows Buchanan to deliver the high-level services of larger carriers while maintaining more responsive customer service.

This is a full-time, on-site Customer Service Representative role based in Carmel, IN. The Customer Service Representative will handle inbound and outbound customer communications, respond to inquiries about shipments and services, and provide accurate information on scheduling, status updates, and delivery expectations. Responsibilities include entering and updating customer and shipment information in internal systems, coordinating with dispatch, drivers, and the logistics team to resolve issues, and monitoring orders to ensure on-time performance.

The role also involves managing service requests, documenting customer interactions, escalating complex concerns when necessary, and following up to ensure satisfactory resolution. The Customer Service Representative will collaborate closely with internal departments to support efficient transportation operations and uphold Buchanan’s customer service standards.

• Customer service and communication:
  Strong customer-focused mindset, clear verbal and written communication skills, and the ability to handle high-volume inquiries professionally.
• Organization and detail orientation:
  Ability to manage multiple tasks, maintain accurate records, and follow established processes and procedures.
• Technical and systems skills:
  Proficiency with office software, data entry, and transportation or logistics systems (TMS experience is a plus).
• Problem-solving and collaboration:
  Skills in troubleshooting issues, resolving conflicts, and working effectively with drivers, dispatch, and logistics staff.
• Industry knowledge (preferred):
  Familiarity with trucking, LTL, flatbed, and logistics operations or prior experience in a transportation or logistics environment.
• Education and experience:
  
  High school diploma or equivalent required; prior customer service experience in a fast-paced setting strongly preferred.
• Work style:
  Reliability, punctuality, and the ability to work on-site in Carmel, IN, with a professional, respectful approach to colleagues and customers.