Customer Service Representative - Baltimore

Job Title

Customer Service Representative

Department:
Operations | Position Type:
Full Time |

Shift: Day Shift | Exempt Status:
Non-exempt Hourly |

Location:

CDS Baltimore - Middle River, MD 21220 | Salary: $17.00 – $19.00 hourly | Travel:
None

A customer‑service professional who will schedule deliveries, handle inquiries, maintain client relationships, and support drivers and dispatch operations.

• Perform quality work within deadlines.
• Interact and communicate professionally with internal and external customers.
• Prioritize daily tasks in alignment with organizational goals.
• Work independently while ensuring coordination with stakeholders.

• Manage client‑specific programs.
• Make outbound calls and accept inbound calls for scheduling of deliveries.
• Follow up on unresolved customer inquiries.
• Maintain close relationships with key client personnel and internal colleagues.
• Complete daily pre‑calls.
• Assist drivers with concerns and issues as they arise.
• Assist in scheduling time frames.
• Manage assigned accounts dispatch boards.
• Check customer‑service voicemail at assigned times.
• Continuously learn all client accounts.
• Provide excellent customer service to all customers.
• Enter and retrieve information using computer systems and applications.
• Coordinate with other department personnel to complete all assigned tasks.
• Perform other duties assigned by the supervisor.

• Positive, can‑do attitude.
• Excellent written and verbal communication skills.
• Excellent customer‑service, organizational, and interpersonal skills.
• Self‑starter able to work independently and as a team member.
• Passion for a customer‑oriented business environment.
• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint.
• High attention to detail, exceptional accuracy, action‑oriented, and ability to work within stringent timelines.
• High School diploma or equivalent required.
• 1–3 years of administrative or customer‑service experience in the logistics industry.

• Associate’s or Bachelor’s degree preferred.
• 3 years of experience in a customer‑service/admin position in logistics, ideally last mile.
• Bilingual.

This position has no supervisory responsibility.

• Effective verbal and written communication and active listening.
• Strong focus on providing excellent service, responsiveness, helpfulness, and professionalism.
• Organizational, problem‑solving, interpersonal, time‑management, and attention‑to‑detail skills.
• Computer literacy.
• Flexibility to adapt to changing priorities, processes, and technologies.
• Willingness to take initiative, show proactivity, and take ownership of tasks.

The employee is regularly required to talk or hear, sit, stand for 8+ hours per day, use hands to finger, handle or feel; reach with hands and arms; perform repetitive motion; and occasionally lift, push, pull, or move up to 25 pounds. Eyesight requirements: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Little to no travel is expected for this position.

This job operates in an office environment and involves the use of computers, scanners, copiers, and telephones. The position is also near a warehouse environment; access is limited to trained personnel only.

This description is not a comprehensive listing of all duties required for the role.