Customer Service Associate

• Shift: Sunday–Tuesday and every other Saturday

• Hours: 8:00 PM – 8:00 AM

• Weekly Hours: Vary based on business needs

• Training Schedule: Monday–Friday, 8:00 AM – 5:00 PM (minimum 3 weeks)

• Work Location: 100% Onsite

Position Summary

The Customer Service Associate (CSA) is responsible for managing and maintaining strong relationships between carriers, customers, and internal sales teams for assigned accounts. This role requires deep familiarity with customer organizations, products, processes, and procedures while partnering closely with Sales to deliver exceptional service and ensure accurate, timely product delivery.

Key Responsibilities

• Serve as the primary point of contact between the Supply Chain organization and assigned external customers.

• Manage all aspects of customer relationships, including analyzing high-volume incoming emails and determining prompt, effective resolutions.

• Utilize multiple dispatch and transportation systems to support daily operations, including:

  • Internal systems: TES, LME, FourKites, OTR

  • External customer systems: Retailix, Retail Link, UNFI, One Network, and others

• Maintain comprehensive knowledge of internal policies, procedures, and software applications.

• Develop and sustain positive working relationships with key internal stakeholders.

• Maintain detailed knowledge of external customers' organizational structures, processes, and requirements.

• Identify and implement cost-effective and creative solutions to resolve issues impacting deliveries or customer satisfaction.

• Proactively resolve issues that negatively affect the delivery process while maintaining positive customer relationships.

• Ensure accurate and timely delivery of products to external customers.

Qualifications & Requirements

Education

• Bachelor's degree OR equivalent work experience in customer service or transportation/logistics.

Experience

• Customer service experience beyond a call-center environment required.

• Dispatch experience in transportation or logistics is a plus.

Computer Skills

• Proficient in Microsoft Office applications.

• Ability to manage a high-volume email environment (300 emails per day).

Skills & Competencies

• Strong written, verbal, and interpersonal communication skills.

• Conflict management and negotiation skills.

• Strong problem-solving ability with a positive, solutions-oriented attitude.

• Ability to multitask effectively in a fast-paced environment.

• High level of organization and attention to detail.

Additional Information

• Supervisory Responsibilities: None

• Travel Required: None