Customer Service Representative - Logistics

BEST Logistics Group•Mint Hill, NC

1d•Onsite

About The Position

BEST Logistics Group is seeking a dynamic Customer Service Representative to join its Charlotte-based Logistics Team, supporting Key Account Managers. In this role, you will be responsible for the day-to-day execution for assigned accounts, ensuring precise and urgent handling of every load, communication, and issue. This is a trust-based execution partnership where one CSR supports two Key Account Managers, playing a critical role in customer experience and revenue growth. The primary purpose of this role is to enable Key Account Managers to focus more on growth, strategy, and relationships by taking ownership of execution, communication, and problem resolution for their assigned accounts.

Requirements

Calm under pressure
Detail-obsessed with strong situational awareness
Able to operate with high trust and low ego
Possess a team-first mentality with strong team alignment
Tech savvy
Able to work well in a very fast-paced environment

Responsibilities

Manage the full lifecycle of loads for assigned accounts, including order entry, carrier setup and confirmation, appointment scheduling, tracking, and proactive updates.
Ensure that all aspects of account execution are managed without anything falling through the cracks.
Deliver clear, timely, and confident proactive customer communications.
Anticipate customer needs before they arise.
Act as a gatekeeper for operational noise, filtering inbound emails, calls, and requests to limit distractions for Key Account Managers.
Maintain accurate and organized documentation in systems such as McLeod TMS software and DAT.
Identify trends and risks, including recurring service issues, carrier performance concerns, and shifts in customer behavior.
Look for opportunities for process improvements and support additional business growth.
Work with Key Account Managers to reduce service failures.
Complete timely and accurate order entry and documentation.
Provide support during RFPs, business reviews, and customer audits.