Customer Service Representative

US Multimodal Group•Compton, CA

16d•$25 - $26•Onsite

About The Position

This position is onsite located in Rancho Dominguez, CA - The Customer Service Representative is responsible for providing exceptional customer service and operational support to customers, dispatchers, warehouse personnel, steamship lines, terminals, and other transportation partners. This position serves as a primary point of contact for customers and helps coordinate daily drayage operations, including container pickups and deliveries, port appointments, container availability, terminal issues, delivery schedules, customer specific spreadsheets, customer portals, documentation, and shipment updates. The ideal candidate is organized, responsive, detail-oriented, and able to work in a fast-paced transportation environment where schedules and priorities can change quickly.

Requirements

High school diploma or equivalent.
Customer service or transportation experience preferred.
Strong communication and organizational skills.
Ability to multitask in a fast-paced environment.
Proficiency with email, Microsoft Office, and basic computer systems.
Ability to communicate effectively by phone, email, and text.
Strong attention to detail.

Nice To Haves

1–3 years of experience in drayage, trucking, freight forwarding, 3PL, warehouse, or transportation operations.
Knowledge of Southern California port operations.
Familiarity with Port of Los Angeles and Port of Long Beach terminals.
Experience with TMS, WMS, dispatch, or transportation software.
Knowledge of container numbers, chassis, appointments, demurrage/detention, per diem, and accessorial charges.
Knowledge of import/export documentation.

Responsibilities

Serve as the primary point of contact for assigned customers.
Respond promptly to customer phone calls, emails, and shipment inquiries.
Provide accurate and timely updates regarding container status, pickup and delivery schedules, delays, and exceptions.
Communicate professionally with customers regarding operational issues and service concerns.
Maintain positive customer relationships and identify opportunities to improve service.
Follow up on customer requests until the issue is resolved.
Escalate significant service issues to management when necessary.
Monitor daily import and export container activity.
Coordinate with dispatchers regarding pickup and delivery schedules.
Verify container availability, appointments, cutoffs, and terminal requirements.
Track containers from pickup through delivery.
Monitor port and terminal delays and communicate changes to customers.
Assist with resolving terminal, chassis, appointment, container, and delivery issues.
Coordinate with warehouses and customers for transloading and delivery requirements.
Assist with same-day and next-day shipment planning.
Review and maintain bills of lading, delivery orders, booking information, container numbers, chassis information, and other transportation documents.
Verify customer-provided shipment information for accuracy.
Maintain accurate records of shipment activity and customer communications.
Assist with proof-of-delivery documentation.
Ensure required documents are received and properly filed.
Assist with billing support by identifying accessorial charges and other customer-billable services.
Communicate customer requirements and delivery instructions to dispatch.
Assist with customer, terminal, and delivery-related questions.
Relay changes to pick up numbers, delivery appointments, locations, and special instructions.
Monitor driver progress and communicate delays or exceptions.
Help ensure drivers have the information necessary to complete assigned moves.
Identify potential service problems before they affect the customer.
Coordinate solutions for missed appointments, terminal congestion, chassis shortages, rejected containers, customer delays, and other operational exceptions.
Communicate delays immediately and provide customers with updated ETAs.
Document service failures, customer complaints, and corrective actions.
Work with operations and management to prevent recurring issues.