Freight Customer Service Representative (1+ yrs exp required

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Freight is a Boston-based expedited and asset-based logistics company serving customers throughout New England. We operate with a mix of company-owned tractor trailers and independent contractors, delivering time-sensitive, specialized freight with reliability and care. Our success depends on precision, communication, and customer trust — and at the center of that operation is our Customer Service Team.

We are growing rapidly and are looking for a Customer Service Representative who is motivated, detail-oriented, and passionate about providing excellent service. This is not just a seat-filling role — Customer Service is the heartbeat of our operation, and you will have a direct hand in ensuring our freight moves on time, our drivers are supported, and our customers remain satisfied.

The role of Customer Service Representative is a critically important role in the overall success of the organization. As a customer-focused services company, you ensure that the customer’s expectations are communicated and managed. You are an advocate for the customer and are focused on ensuring they have a great experience every time they interact with 28

Freight.

• Serve as the primary point of contact for assigned customer accounts, developing trusted, long-term relationships through exceptional service and consistent communication.
• Deliver an outstanding customer experience by responding promptly and professionally to phone calls, emails, and customer inquiries.
• Build confidence with customers by providing accurate shipment information, proactive updates, and timely resolution of issues.
• Understand each customer's transportation requirements and work collaboratively to deliver solutions that meet or exceed expectations.
• Take ownership of customer concerns from initial contact through final resolution, ensuring issues are resolved efficiently and professionally.

• Receive, review, and accurately enter transportation orders into the company's Transportation Management System (TMS).
• Generate freight quotations based on customer requirements and company pricing guidelines.
• Coordinate shipment activity with Dispatch to ensure pickups and deliveries are executed according to customer expectations.
• Monitor active shipments from pickup through delivery while proactively communicating service updates, delays, and exceptions.
• Provide customers with shipment tracking, estimated arrival times (ETA), proof of delivery (POD), and other transportation documentation as requested.
• Prepare and assist with Bills of Lading (BOLs), shipping documents, and customer-specific transportation requirements.

• Maintain continuous communication with Dispatch and Operations to ensure service commitments are met.
• Research shipment discrepancies, service failures, billing questions, and customer concerns while coordinating appropriate resolutions.
• Monitor Hub Spot and other communication platforms to ensure all customer requests receive timely responses.
• Maintain accurate shipment records and customer documentation within company systems.
• Identify opportunities to improve operational efficiency, customer communication, and internal processes.

• Act as the voice of the customer by communicating customer feedback, concerns, and service opportunities to leadership.
• Support customer retention by delivering consistent, dependable service that builds long-term partnerships.
• Contribute to a culture focused on teamwork, accountability, operational excellence, and continuous improvement.
• Maintain compliance with company policies, standard operating procedures, and quality standards.
• Perform additional duties and special projects as assigned.

• High School Diploma or GED.
• Minimum of two years of customer service, logistics, transportation, or operations experience.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational and time management abilities.
• Demonstrated ability to prioritize multiple tasks while maintaining accuracy and attention to detail.
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
• Ability to work independently while contributing to a collaborative team environment.

• Experience working within the transportation, trucking, freight brokerage, or logistics industry.
• Experience with Transportation Management Systems (TMS).
• Working knowledge of Hub Spot, EDI platforms, or CRM software.
• Familiarity with expedited freight, truckload (TL), less-than-truckload (LTL), dedicated transportation, and final-mile operations.
• Understanding of transportation documentation, including Bills of Lading, Proof of Delivery, and shipment tracking processes.

• Ability to safely and successfully perform essential job functions in compliance with ADA, FMLA, and other federal, state and local standards, including meeting qualitative and/or…