Customer Service Representative

Job Title

Customer Service Representative

Full-time, Hourly, Non-Exempt

Reports to the Operations Manager

Our Customer Service Representatives are responsible for scheduling and tracking all shipment appointments, updating customers on shipment status, answering and resolving any other related issues brought by customers or carriers. They provide excellent customer service throughout all phases of the contract life cycle.

• Maintain a consistent and positive customer service image when interacting with clients.
• Coordinate and schedule all necessary pick up and delivery appointments for carriers based on customer requests.
• Research issues and redirect to the right resources or escalates urgent issues.
• Accurately update internal transportation management systems and external customer portals for the timely delivery of customer freight.

• Provide Consistent and Positive Customer Service.
• Develop, maintain, and expand relationships between clients and Five Star Trucking.
• Build strong customer service relationships with Five Star Trucking clients.
• Coordinate and schedule all necessary pick up and delivery appointments.
• Translate customer requests into actionable deliverables for carriers.
• Work with carriers to coordinate pick up and delivery appointments.
• Research, identify, and address issues; shift to correct resources or elevate urgent matters.
• Take initiative and proactively address issues to minimize negative impact.
• Follow up with key employees and customers in a timely manner.
• Communicate updates, changes, and next steps effectively.
• Ensure accurate data entry into transportation management system and external customer portals.
• Provide customers with proof of delivery when requested.
• Identify, prioritize, and address multiple priorities in a fast‑paced environment.
• Show active listening and communication skills written and verbal.
• Communicate with cross‑functional teams of drivers, carriers, customers, and company staff.
• Enter data accurately and efficiently into various stakeholder systems.
• Represent Five Star’s mission and values with a proactive, can‑do attitude.
• Exhibit a learning mindset to grow and develop necessary skills for this position.

• High School Diploma or equivalent experience.
• One year experience in customer service; trucking/transportation industry knowledge preferred.
• Experience with Windows, Microsoft Office, GSuite, and industry‑specific software.
• Excellent customer service skills and telephone etiquette.
• Tactful team player with a positive attitude and high level of patience under difficult circumstances.
• Efficient at juggling multiple priorities.
• High degree of accuracy with data entry and attention to detail.
• Decisive thinker.
• Effective listening, strong communication skills interacting with drivers, carriers, customers, and staff.
• Organize, prioritize, and problem‑solve.
• Team player that sets the example.
• Able to work in fast‑paced, detail‑oriented environment.
• Desire to improve and grow, always seeking more opportunities.
• Basic knowledge of multi‑state geography.
• Proficiency in English.

• Remain seated at a desk and working from a computer for extended periods.
• Move about inside the office to access file cabinets and machinery.
• Use hands and fingers to manipulate computer keyboard, objects, or controls.
• Operate a computer and other office productivity machinery.
• Adjust focus with or without corrective lenses.
• Communicate accurately and verbally with drivers, carriers, customers, and staff.
• Occasionally lift and move objects up to 20 pounds.
• Work in a fast‑paced environment and handle stress effectively.

This role is primarily office-based with standard office conditions; no travel required.

Monday‑Friday, 7:30 AM‑4:30 PM EST.