Customer Service Representative

1.0      Position Summary

Operates as a Customer Service Representative for La Porte division. Responsible for serving customers, drivers, visitors; processing transactions in the warehousing operations; and assuring customer satisfaction.

2.0      Reporting

Reports to CSR Supervisor and/or Terminal Manager

HR FLSA Status: Non-Exempt

Terminal Location: 437 Independance Pkwy S, La Porte, TX

Office Hours: 8am - 5pm with afterhours engagement as required.

Hourly wage is commensurate with experience.

3.0     Essential Functions, Job Duties, and Responsibilities

1. Handles Customer Service issues promptly and professionally. 
2. Checks the EDI board for incoming orders consistently.
3. Monitors Port/Depot sites and transpire information to our current TMS accurately. 
4. Track and Trace Vessels. 
5. Reviews and updates Rail Billing and initiates swings as needed. 
6. Notify customer in a timely manner when cargo is approaching cutoffs and/or per diem. 
7. Actively monitor emails and respond in a timely manner. 
8. Actively monitor load notification group email to update in a timely manner. 
9. Answers incoming phone calls professionally. 
10. Accurately enter new Delivery Orders in a timely manner. 
11. Contacts the warehouses for, but not limited to - information needed such as address, Site/Operating procedures, HOS, or issues.  
12. Promptly updates status of loads for planners.
13. Ensures orders meet cutoff requirements through follow-up.
14. Confirms equipment releases with ocean carrier(s) and/or Depots via website, portal, email or phone if needed.
15. Assists with resolving driver issues efficiently.
16. Audits orders to verify accuracy in rates, fuel, assessorial, mileage.
17. Provides back-up support for other CSR team members.
18. Completes all other duties or projects as assigned and can adapt to changes to meet the expectations of operations is a successful and professional manner. 

    5.0     Minimum Skills, Knowledge, and Ability Requirements  

1. Reads and comprehends simple instructions, correspondence, and memos.
2. Writes clear and professional correspondence.
3. Effectively communicates with customers, clients, and internal teams.
4. Performs basic math operations with American units (money, weight, volume, distance).
5. Understands and applies the 24-hour clock system.
6. Schedules based on time/distance considerations for 24/7 operations.
7. Identifies problems, gathers data, and draws logical conclusions.
8. Interprets technical instructions in mathematical or diagram form.
9. Demonstrates familiarity with company services and trucking operations.
10. Displays strong organizational skills and attention to detail.
11. Uses Microsoft Word, Excel, and TMS systems proficiently.
12. (Optional) Speaks and understands Spanish. 

    6.0     Work Conditions, Physical and/or Mental Requirements 

• Demonstrates physical ability for sedentary tasks (reaching, grasping, dexterity, etc.).
• Maintains focus and visual clarity for tasks requiring close, distance, and peripheral vision.
• Effectively works on a computer for extended periods (90%+ of the time).
• Remains mobile as needed (stands, walks frequently)
• Lifts and carries up to 15 pounds as required.
• Handles stressful situations calmly and effectively. 

Duties are primarily performed in an office environment. Minimal physical effort is required. Lifting and carrying requirements of up to 15 pounds. Occasional or frequent ability to move boxes from one location to another. These physical and/or mental requirements are not exhaustive, and additional job-related requirements may be added by the Company on an as-needed basis. Reasonable accommodations, where required by law, will be made to enable individuals with disabilities to perform the essential functions of this position.