Customer Service Representative
Role Overview
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.
Full Job Posting
Key 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.
- Drayage Operations Support:
- 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.
- Documentation
- 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.
- Dispatch Communication
- 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.
- Problem Resolution
- 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.
EXPERIENCE
- REQUIRED
- 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.
- Preferred:
- 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.
Preferred Qualifications
- Customer service or transportation experience preferred.
About U.S. Multimodal Group
Privately held North American transportation and logistics company serving shippers with intermodal, drayage, transloading, trucking and expedited freight.
Visit company websiteJobs and hiring trendsApply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at U.S. Multimodal Group
Container, Chassis, Trailer Maintenance & Repair Technician
West Memphis, USA
Billing Specialist
Hazel Crest, USA
Night Dispatcher
, USA
Director of National Accounts
Orland Park, USA
Director of National Accounts
Indianapolis, USA
Integration Software Engineer
Franklin, USA
Director of National Accounts
Dallas, USA
Director of National Accounts
Scottsdale, USA
Container, Chassis, Trailer Maintenance & Repair Technician
West Memphis, USA