Customer Service Lead

Position:  Customer Service Lead Job Description:The Customer Service Lead fields internal and external customer questions, complaints, and shipment tracking inquiries, while demonstrating the highest degree of courtesy, integrity, and professionalism to resolve customer and employee issues.Core Duties & Responsibilities:Customer EscalationsEmployee QuestionsEmployee Coaching OpportunitiesDaily ReportsTrainingMonitoring Calls/Emails in QueuePhone/Email CoverageQuality ChecksMonitoring/Assign Follow Up’s DailyAssist with Monitoring Weekly HoursAssisting with call and email volumesData entry (domestic and international bills)Consistently monitor e-mail request and provide detail information in a timely fashionRegular and flexible attendanceOther duties as assignedRequirements:Demonstrated ability to carry out assignments to their completion and meet deadlinesAbility to establish and maintain effective working relationships with employees and managersDesire for a long-term career with an industry leading companyAbility to present and maintain a positive corporate image in a fast paced environmentProactively establish and maintain effective working team relationships with all support departmentsMust be proficient with Microsoft Office products including; Word, Excel, PowerPoint, Outlook, etc.Ability to perform general administrative duties; file, perform data entry, photocopies, etc.  Ability to handle heavy work load and work well under pressureHigh school diploma or GED equivalentSkills:Ideal candidate will possess a “can do” attitude with a “will do” work ethicMust have the ability to work in a fast paced environmentStrong verbal and written communication skillsExperience with AS400 operating systems is a plusTransportation industry knowledge and experience is a plusComputer skills, including MS Office/Excel, AS400 functions: air-bills, manifest, customer, customer service, reports, etc.Forward Air is an Equal Opportunity employer. Forward Air is a leading asset-light provider of transportation services across the United States, Canada, and Latin America. We provide expedited less-than-truckload services, including local pick-up and delivery, shipment consolidation/deconsolidation, warehousing, and customs brokerage by utilizing a comprehensive national network of terminals. In addition, we offer truckload brokerage services, including dedicated fleet services, and intermodal, first and last-mile, high-value drayage services, both to and from seaports and railheads, dedicated contract and Container Freight Station warehouse and handling services. Forward also operates a full portfolio of multimodal solutions, both domestically and internationally, via Omni Logistics. Omni Logistics is a global provider of air, ocean, and ground services for mission-critical freight. We are more than a transportation company. Forward is a single resource for your shipping needs We move freight, but we’re powered by people. Whether you’re in the warehouse, on the road, or behind the screen, every teammate keeps our global business in motion and brings logistics to life.  

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