Highlights
Technical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.). Solid computer proficiency, with the ability to learn and navigate multiple systems, platforms, and web browsers; ability to type 35+ wpm with strong accuracy to document customer interactions quickly.
Numbers & Facts
| Location | Romulus, MI |
| Industry | Transport and Storage - Materials |
| Company Size | 2,500 to 4,999 employees |
| Year Founded | 1981 |
| Website | https://www.forwardair.com/content/careers-0 |
Description
Pay Rate: $17.20
Schedule: Mon - Fri 2pm - 10pm
The Customer Service Representative provides front-line support to customers, internal sales representatives, and operations staff via phone, email, and chat. They focus on standard inquiries related to company services, shipment status, and basic issue resolution. They ensure each interaction is handled with courtesy, professionalism, and accuracy while adhering to established scripts and processes. This position is a career-launching opportunity, focused on rapid skills development, and is well-suited for someone with foundational customer service experience who is eager to learn, grow, and build expertise in the transportation and logistics industry.
Responsibilities
- Answer incoming customer calls, emails, and chat inquiries, providing accurate information and support for standard questions and requests.
- Document all customer interactions thoroughly, accurately, and efficiently in internal systems.
- Process basic shipment change requests and follow up to confirm completion within established guidelines.
- Review shipment tracking history and clearly communicate shipment status, delays, or next steps to customers.
- Monitor shared email inboxes and respond to requests in a timely, professional manner.
- Navigate multiple platforms, browsers, and applications during customer interactions while maintaining accuracy and focus.
- Follow established scripts, workflows, and standard operating procedures (SOPs) to ensure consistency and compliance.
- Proactively identify when an issue should be escalated to a more senior team member or leadership.
- Participate in team meetings, training sessions, and coaching to continuously improve skills and performance.
- Build positive working relationships with internal teams, including sales, operations, and station staff.
- Regular and dependable attendance is required to meet business and customer needs.
- All other duties as assigned to meet evolving business needs.
Qualifications
- Education: High school diploma or GED equivalent required.
- At least one year of customer service experience, preferably in a call center, office, or fast-paced customer-facing environment.
- Solid computer proficiency, with the ability to learn and navigate multiple systems, platforms, and web browsers; ability to type 35+ wpm with strong accuracy to document customer interactions quickly.
- Strong customer service orientation with clear verbal and written communication skills and a professional telephone manner.
- Demonstrated ability to multitask, manage a steady workload, and remain calm and effective under pressure.
- Demonstrated discretion and confidentiality in handling and protecting sensitive information.
- Technical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.)
- Environment: Comfort commuting to/from and working in a 100% on-site setting (listed in this posting), with travel for related meetings/events.
About Company
Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated “time-definite” basis, delivering cargo at a specific time, but under less time-sensitive situations – supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.
Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.
The foundation product for Forward Air is our expedited linehaul service, offering consistent and reliable transit and on-time, damage-free deliveries. By locating terminals on or near airports and maintaining a scheduled transportation network, we are able to arrange for convenient and consistent service with broad geographic coverage. Shipments of varying sizes (TL/LTL) are received at our terminals and transported by contracted service providers either (1) on a direct truck to the destination terminal, (2) through our Columbus, Ohio central sorting hub, or (3) through one of our 12 regional hubs, where they are unloaded, sorted, and reloaded in rapid fashion. After reloading the shipments, our contracted service providers deliver them to the destination city for early morning recovery. Through our Forward Air Complete® cartage service, customers also can have shipments picked up from the shipper, delivered to the final consignee, or transferred at the airport, simplifying the freight management processes. These options allow us to maximize handling efficiency of each shipment while minimizing freight loss and damage, improving transit times over traditional ground transportation.