Job Description

Customer Service Representative

Auburn Hills, MI

Position Overview

We are seeking a detail-oriented and customer-focused CSR / Admin to oversee all aspects of accounts related to the international transportation of goods. This role is responsible for supporting client needs, coordinating shipments, and ensuring efficient communication between customers, carriers, and internal teams.

Key Responsibilities

• Work closely with clients to establish detailed profiles and procedures that accurately reflect their export/import processes
  • Model and act in accordance with company guiding principles and core values
  • Arrange shipments by evaluating destination, route, rates, and delivery timelines; dispatch shipments to carriers
  • Verify shipped merchandise by matching bills of lading, reconciling quantities, and noting discrepancies
  • Maintain proactive communication with customers by providing shipment updates, delivery details, and responding to inquiries
  • Benchmark freight rates and analyze cost efficiencies
  • Negotiate rate structures, including consolidation lanes, capacity, and customer programs; present findings to management
  • Collect and analyze service issues and carrier performance data; develop clear and concise reports
  • Perform freight forwarding functions such as booking shipments and issuing delivery orders
  • Check and confirm order status for pickups and deliveries
  • Analyze freight bills for customer-specific requirements
  • Track and log shipment and account information in internal systems
  • Coordinate and expedite time-sensitive pickups, deliveries, and special requests

Training & Development

• Attend training sessions as required to enhance professional and industry knowledge
  • Review and respond to memos as appropriate
  • Follow all quality manual procedures
  • Participate in continuous improvement initiatives

Qualifications

• Strong customer service skills
  • Strong computer proficiency
  • Ability to multitask in a fast-paced environment
  • Excellent decision-making and problem-solving abilities
  • Strong time management and prioritization skills
  • High attention to detail and accuracy
  • Strong organizational skills
  • Effective written and verbal communication skills
  • Professional phone etiquette
  • Team-oriented mindset
  • Minimum of a 2-year degree or equivalent relevant work experience
  • Ability to communicate directly with customers via phone and written correspondence
  • Proficiency in Microsoft Office Suite, particularly Excel
  • Ability to lift up to 20 pounds and work in an office environment