Customer Service Representative (CSR)

Position Summary:

We are seeking a motivated and detail-oriented Customer Service Representative (CSR) to join our team. The CSR will serve as a vital link between our clients, carriers, and internal teams, ensuring high levels of customer satisfaction, timely communication, and operational efficiency. This role requires strong communication skills, the ability to multitask, and a customer-first mindset in a fast-paced environment.

Key Responsibilities:

- Customer Support & Communication:
- Serve as the main point of contact for customers regarding load updates, issues, and general inquiries.
- Proactively provide status updates and ensure customers are informed on load progress.
- Address customer concerns, delays, or issues professionally and promptly.

Order & Load Management:

- Enter and update customer orders in the transportation management system (TMS).
- Monitor shipments from pickup through delivery and ensure all service requirements are met.
- Communicate proactively with carriers and drivers to confirm appointment times and resolve delivery issues.
- Documentation & Accuracy:
- Ensure all required documentation is received, accurate, and properly filed (e.g., BOLs, PODs, rate confirmations).
- Maintain clean and up-to-date records in the system.

Problem Solving & Issue Resolution:

- Handle service failures and exceptions with urgency and professionalism.
- Escalate unresolved issues to the appropriate internal team when necessary.

Collaboration:

- Coordinate closely with carrier sales, dispatch, and account management teams to ensure smooth execution.

Qualifications:

- Previous experience in logistics, freight brokerage, or transportation customer service preferred.
- Strong communication and interpersonal skills.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
- Proficiency with Microsoft Office and TMS or CRM software (experience with Aljex a plus).
- Detail-oriented with strong organizational and problem-solving skills.
- Willingness to take initiative and be a proactive team player.

Preferred Skills:

- Good written and spoken English is a must. - Spanish is a plus.
- Familiarity with ELD tracking platforms and shipment tracking technology.
- Experience working with carrier partners and understanding transit times, freight types, and equipment.

What we offer:

- 20 Days Paid Time Off (PTO)
- Fun and energetic work environment
- US Based Company
- Full private health insurance
- Comfortable office in Cevahir Mall - Skopje

- Discounts in the Cevahir Mall building, including the gym & spa center

Working Hours:

- Monday to Friday 7:00am – 4:00 pm CST