Freight Customer Service Representative (1+ yrs exp required)

28Freight•Wilmington, MA

11d•$55,000 - $60,000

About The Position

28Freight is a Boston-based expedited and asset-based logistics company serving customers throughout New England, using company-owned tractor trailers and independent contractors to deliver time-sensitive, specialized freight. The Customer Service Representative is a customer-focused role responsible for managing customer expectations and helping ensure freight moves on time, drivers are supported, and customers receive a dependable experience. The representative serves as the primary contact for assigned accounts, communicates shipment information and updates, coordinates with Dispatch and Operations, and takes ownership of customer concerns through resolution. The role also involves entering orders into the Transportation Management System (TMS), preparing quotations and transportation documents, tracking shipments, maintaining accurate records, and supporting operational improvements. 28Freight describes its culture as collaborative and focused on excellence, innovation, growth, accountability, operational excellence, and continuous improvement. The position offers exposure to TMS platforms, EDI systems, and other logistics technologies, with opportunities for advancement as the company expands. U.S. work authorization is required; visa sponsorship is not available.

Requirements

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.
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.
Ability to meet qualitative and/or quantitative productivity standards and safely perform essential job functions in compliance with applicable standards.
Ability to maintain regular, punctual attendance.
Ability to talk, listen, and communicate clearly on the telephone.
Authorization to work in the United States; visa sponsorship is not available.

Nice To Haves

Experience in the transportation, trucking, freight brokerage, or logistics industry.
Experience with Transportation Management Systems (TMS).
Working knowledge of HubSpot, 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.

Responsibilities

Serve as the primary point of contact for assigned customer accounts and develop trusted, long-term relationships through consistent communication.
Respond promptly and professionally to customer calls, emails, and inquiries.
Provide accurate shipment information, proactive updates, and timely issue resolution.
Understand customer transportation requirements and work collaboratively to meet or exceed expectations.
Own customer concerns from initial contact through final resolution.
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 meet customer expectations.
Monitor shipments from pickup through delivery and communicate updates, delays, and exceptions proactively.
Provide shipment tracking, estimated arrival times (ETA), proof of delivery (POD), and other requested transportation documentation.
Prepare and assist with Bills of Lading (BOLs), shipping documents, and customer-specific transportation requirements.
Maintain ongoing communication with Dispatch and Operations to meet service commitments.
Research shipment discrepancies, service failures, billing questions, and customer concerns, coordinating appropriate resolutions.
Monitor HubSpot and other communication platforms to ensure customer requests receive timely responses.
Maintain accurate shipment records and customer documentation in company systems.
Identify opportunities to improve operational efficiency, customer communication, and internal processes.
Communicate customer feedback, concerns, and service opportunities to leadership.
Support customer retention through consistent, dependable service.
Contribute to a team culture of accountability, operational excellence, and continuous improvement.
Follow company policies, standard operating procedures, and quality standards.
Perform additional duties and special projects as assigned.