Customer Service Representative - Logistics

BEST Logistics Group•Charlotte, NC

1d•Onsite

About The Position

BEST Logistics Group is excited to add a dynamic Customer Service Representative to its Charlotte based Logistics Team, supporting our Key Account Managers. At BLG, our Key Account Managers (KAMs) drive growth, strategy, and customer relationships. As a Customer Service Representative, you will own the day-to-day execution for assigned accounts, ensuring every load, communication, and issue is handled with precision and urgency. You are the operational backbone and a trusted partner—freeing Key Account Managers to focus on growing the business. This is not a support role. This is a trust-based execution partnership, where 1 CSR supports 2 KAMs and plays a critical role in customer experience and revenue growth. The purpose of this role is to enable Key Account Managers to spend more time on growth, strategy, and relationships by owning execution, communication, and problem resolution for assigned accounts.

Requirements

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

Responsibilities

Manage the full lifecycle of loads for assigned accounts
Order entry
Carrier setup and confirmation
Appointment scheduling
Tracking and proactive updates
Ensure nothing falls through the cracks
Proactive Customer Communication, delivering clear, timely, and confident updates
Anticipate customer needs before they ask
Act as a gatekeeper for operational noise, limiting distractions for KAM's
Filter inbound emails, calls, and requests
Maintain accurate and organized documentation in systems (McLeod TMS software, DAT, etc.)
Identify trends and risks such as recurring service issues, carrier performance concerns, shifts in customer behavior, look for opportunities for process improvements, and supporting additional business growth.
Working with KAM's to reduce service failures
Complete timely and accurate order entry and documentation
Provide support during RFP's, business reviews, and customer audits