Customer Service Representative

About the role

We are seeking a detail-oriented and customer-focused Driver Services Representative to join our team in Orlando. This is an excellent entry-level opportunity to launch your career in freight brokerage and transportation logistics. In this role, you will be the vital link between our drivers, customers, and internal operations, ensuring seamless coordination and exceptional service delivery.

You will work in a dynamic, fast-paced environment where your organizational skills, communication abilities, and problem-solving mindset will directly impact customer satisfaction and operational efficiency.

As you grow with us, you'll develop a comprehensive understanding of how freight brokerage operations work, from load management to shipment tracking, while supporting our drivers and customers with professionalism and empathy.

Key Responsibilities

• Enter new load orders and shipment information into proprietary web-based software systems with accuracy and attention to detail, learning brokerage-specific processes and industry standards
• Conduct proactive "check calls" to track and trace drivers throughout all pickups and deliveries, maintaining clear and transparent communication while building relationships with drivers
• Coordinate internal correspondence with drivers to ensure accurate documentation and timely updates on shipment status, gaining hands-on experience in freight coordination
• Monitor freight movement across multiple tracking platforms to verify accurate delivery times and proactively notify customers of potential delays
• Collect, organize, and maintain proper documentation for each shipment, ensuring all records are complete and accessible while understanding the importance of documentation in brokerage operations
• Collaborate with Sales and Dispatch teams to identify solutions for customer needs and resolve operational issues efficiently, learning how different departments work together in brokerage
• Maintain consistent outbound call volume while prioritizing quality interactions and customer satisfaction
• Respond to driver inquiries and customer concerns with empathy and professionalism, providing clear and concise information
• Balance multiple tasks simultaneously while maintaining organizational systems and meeting daily performance goals
• Contribute to continuous process improvements by identifying inefficiencies and suggesting innovative solutions, while developing your understanding of freight brokerage best practices

Required Qualifications

• High school diploma or equivalent
• 1-3 years of work experience in customer service, operations, data entry, call center, dispatch, or logistics
• Strong attention to detail and ability to maintain accuracy while managing multiple tasks
• Excellent written and verbal communication skills
• Proficiency with Microsoft Suite and web-based software applications
• Demonstrated ability to prioritize, organize, and balance competing demands effectively
• Strong teamwork and collaborative skills with the ability to work cross-functionally
• Problem-solving abilities and resilience in fast-paced environments
• Time management skills and ability to meet performance targets
• Knowledge of tracking and tracing systems or willingness to learn quickly

Preferred Qualifications

• Associate's degree or higher
• Previous call center or customer service experience
• Familiarity with logistics, transportation, or dispatch operations
• Experience with driver communication and coordination
• Knowledge of freight management or shipment documentation processes

Additional Information

All your information will be kept confidential according to EEO guidelines.