Customer Service Representative
Radius Logistics
Job Summary:
The Customer Service Supervisor is responsible for overseeing the daily operations of the Customer Service team ensuring the efficient coordination of client shipments from order entry through delivery and invoicing. This role leads a team of representatives drives performance against key service metrics and acts as an escalation point for clients and carriers.
The Supervisor ensures all freight is executed on time damage-free and at the agreed rate while maintaining high levels of client satisfaction shipment visibility and operational accuracy.
Responsibilities/daily tasks
Team Leadership & Performance Management
oSupervise coach and develop a team of Customer Service Representatives
oMonitor daily workloads prioritize tasks and ensure coverage across all accounts
oTrain new hires and reinforce best practices processes and service standards
oAct as the primary escalation point for complex shipment or client issues
Operational Oversight
oOversee order entry and shipment lifecycle to ensure accuracy and efficiency
oEnsure all shipments are tracked proactively from pickup through delivery
oIdentify and address service failures implementing corrective actions as needed
oEnsure timely and accurate billing including file completion and documentation
oDrive process improvements to increase efficiency and reduce errors
Carrier Communication
oFollow up with carriers to ensure they are clear on what is required and can meet the requirements
oCommunicate regularly with carriers to ensure on time pick up and delivery
oReport on any carrier issues to your supervisor
Client Support
oWork with clients on any issues regarding their transportation
oDevelop and maintain client relationships
Communication & Reporting
oEnsure accurate and timely updates are entered into systems for client reporting
oProvide regular reporting on team performance service levels and key metrics
oCommunicate operational updates risks and issues to management
Measured Key Performance Indicators
oOn-time pickup and delivery performance
oShipment visibility and tracking compliance
oClient response and resolution times
oBilling accuracy and timeliness
oTeam productivity and service quality
Qualifications:
Minimum 35 years of experience in logistics transportation or 3PL customer service
Previous leadership or supervisory experience preferred (or strong informal leadership experience)
Solid understanding of LTL FTL and cross-border freight
Proven ability to manage high shipment volumes in a fast-paced environment
Strong communication problem-solving and organizational skills
High attention to detail with a focus on accuracy and accountability
Ability to coach mentor and motivate a team
Experience with TruckMate or similar TMS is a strong asset
Required Experience:
Unclear Seniority
$23 - $27 per hour
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