Customer Service Representative

Corporate Customer Service Representative

Forward Air Corporation is seeking a Customer Service Representative to field calls from external customers, internal sales representatives, and other station staff. The role handles general queries, complaints, and shipment tracking inquiries via phone and email while maintaining the highest level of courtesy, integrity, and professionalism.

• Answer incoming customer calls, emails, and chat to provide detailed information for one‑touch resolution.
• Document calls and emails internally through data entry.
• Process shipment change requests and follow up to ensure completion.
• Run customer reports and provide results to appropriate parties on time.
• Review shipment tracking history and report delays.
• Maintain records and logs as required by specific job function.
• Consistently monitor email requests and provide detailed information in a timely fashion.
• Maintain regular and dependable attendance.
• Keep workspace neat and organized.
• Other duties as assigned.

• At least 1 year of customer service experience.
• Ability to carry out assignments to completion and meet deadlines.
• Establish and maintain effective working relationships with customers, employees, and management.
• Desire for a long‑term career with an industry‑leading company.
• Present and maintain a positive corporate image in a fast‑paced environment.
• Proactively establish and maintain team relationships with support departments.
• Proficiency with Microsoft Office products – Word, Excel, PowerPoint, Outlook.
• Perform general administrative duties including multi‑line phone use, data entry, filing, photocopying, scanning.
• Multi‑task and perform several duties at one time.
• Handle heavy workload and work well under pressure.
• Understanding of industry‑specific documents (Bill of Lading, Master Air Way Bill, TSA forms, Hazmat).
• High School diploma or GED equivalent.
• Ability to pass basic Hazardous Materials Training.

• "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 including Microsoft Office, Outlook, Excel, multiple internet browsers and tabs.
• Typing speed of 35 words per minute.

Forward Air is an Equal Opportunity employer.