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.

Key Responsibilities

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.

Qualifications &

Preferred Experience

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…