Customer Service Representative

The Customer Services Representative (CSR) at Mihlfeld & Associates serves as the daily problem-solver and trusted point of contact for our clients. CSRs work closely with their assigned accounts, primarily through email and phone communication, ensuring that client needs are met quickly and accurately. The CSR is responsible for coordinating with internal teams, carriers, and vendors to resolve issues, manage shipments, and provide ongoing support.

A successful CSR is detail-oriented, responsive, collaborative, and finds satisfaction in building strong client relationships while solving challenges in a fast-paced environment.

Key Responsibilities As a Customer Services Representative, you’ll act as the primary problem-solver and point of contact for assigned clients. Most of your communication will take place through email, with some phone interaction. You’ll be responsible for ensuring shipments run smoothly, resolving issues, and supporting clients with their day-to-day transportation needs. In this role, you will:

Client Support & Communication
• Respond promptly to client inquiries by email and phone.
• Serve as the liaison between clients, carriers, and internal departments.
• Provide shipment updates, including carrier tracking and tracing information.
• Proactively communicate delays or service issues and follow through with timely resolutions.

Issue Resolution & Process Management
• Assist clients with cargo claims by managing submissions, disputes, and follow-up.
• Ensure accurate reporting and documentation using both commercial and proprietary software.
• Support clients in learning and using M&A’s online tools and systems.
• Quote and book shipments with carriers as needed.

Onboarding & Client Success
• Assist with the onboarding and implementation of new clients.
• Support client training through phone or video sessions.
• Help ensure long-term client satisfaction by delivering consistent, reliable support.

Mihlfeld & Associates, Inc. is an EOE committed to providing a great workplace experience and work-life balance for everyone. Below are some of the highlights for the Account Manager role:
• Compensation: hourly, non-exempt, $20.00-$23.00 per hour
• Insurance Benefits:
Company paid employee paid health insurance (dependents can be added), dental, vision, life, short term & long-term disability, and Accidental Death & Dismemberment.
• Support:
Paid training and support to ensure your success.
• Workplace Culture:
Transparent, collaborative, and accountable environment engaging employees at all levels.
• Proven Business Model:
Access to resources and experiences to help you succeed immediately and long-term.

We are looking for someone who thrives in a fast-paced, problem-solving environment and enjoys working directly with clients to deliver solutions. The ideal candidate will bring:
• At least 2 years of customer service experience (logistics/shipping preferred but not required).
• Strong communication skills, both written and verbal.
• Proficiency with Microsoft Office (Excel, Word, Outlook) and ability to learn new systems quickly.
• Excellent organizational and time-management skills, with the ability to manage multiple priorities.
• A collaborative approach to teamwork with the ability to work independently when needed.

Ideal Candidate QualitiesA successful CSR is detail-oriented, responsive, and client-focused. You will:
• Feel a sense of achievement when solving client problems.
• Build strong, positive relationships with both clients and teammates.
• Stay diligent and accurate while working quickly under deadlines.
• Remain calm under pressure and adapt to changing client needs.
• Take pride in delivering exceptional client experiences every day.