CS Representative - in Training

Department:

Operations

Job Description:

JOB SUMMARY:

The Customer Success Representative in Training supports Customer Success operations while completing structured, role-specific onboarding in customer requirements, transportation processes, operating systems, service standards and escalation practices. The role provides flexible coverage across customer accounts and teams while building the proficiency required to manage assigned freight and service responsibilities independently.

This position is part of an active-bench development model designed to strengthen Customer Success coverage and create a qualified pipeline for permanent openings. Employees may provide temporary account, team or overflow support after completing required onboarding checkpoints. Conversion to a permanent Customer Success Representative position is not automatic or guaranteed and depends on documented readiness, consistent performance, schedule compatibility, business need and the availability of an approved position.

Please note this position is on-site at Stevens Transport headquarters in Dallas, Texas.

JOB DESCRIPTION:

Key Responsibilities Complete structured, role-specific onboarding in Customer Success processes, systems, customer expectations, service standards and escalation practices.

Provide floating coverage across Customer Success teams and customer accounts while awaiting permanent placement.

Communicate professionally with customers and internal partners by email, phone and approved operating systems.

Book loads and enter customer orders accurately and on time.

Assign shipment details required for driver assignment and freight execution.

Schedule pickup and delivery appointments for outbound shipments.

Track and trace shipments, monitor freight in transit and provide timely status updates.

Assist with appointment requests, scheduling conflicts, delayed pickups or deliveries, billing questions and other service issues.

Perform high-volume data entry, reporting and spreadsheet maintenance with strong attention to accuracy.

Receive and cross-reference bills of lading, proof-of-delivery documentation and related shipment records.

Review EDI and booking data for accuracy before customer verification or release.

Work with analysts, Driver Management, Transportation Management, Brokerage, Rail and other internal teams to balance freight, capacity and customer commitments.

Maintain assigned customer and carrier performance indicators and support the team’s on-time service expectations.

Identify service issues, escalate risks appropriately and participate in root-cause review and corrective action.

Adapt to different customer accounts, workflows and team assignments as business coverage needs change.

Demonstrate readiness for conversion to Customer Success Representative through reliable execution, sound judgment, customer communication and independent follow-through.

TRAINING AND CONVERSION EXPECTATIONSOnboarding is focused on Customer Success and may vary based on the employee’s prior experience and demonstrated proficiency against established training requirements.

The employee may be assigned temporary account, team or overflow coverage after completing required onboarding checkpoints.

Conversion to a permanent Customer Success Representative position is not automatic or guaranteed and occurs only when an approved opening is available.

Eligibility for consideration will be based on successful completion of established training requirements and documented performance against standardized readiness criteria.

Placement decisions will consider demonstrated system and process proficiency, order and data accuracy, customer communication, service execution and follow-through, escalation and judgment, attendance and reliability where job-related and permitted by applicable law, the requirements of the available position, schedule compatibility and business need.

The same job-related criteria will be applied consistently to employees being considered for comparable openings, using a standardized scorecard approved by People & Performance.

Once an employee is placed in a permanent seat, the active-bench opening should be evaluated for backfill to preserve bench continuity.

QUALIFICATIONS:

Minimum Qualifications One or more years of customer service, account support, transportation operations, logistics coordination or comparable customer-facing experience.

Demonstrated ability to organize and prioritize high volumes of email, calls and time-sensitive requests.

Clear…