Outbound Customer Service Representative

Job Summary:

The Outbound Customer Service Representative (CSR) is responsible for coordinating and executing outbound freight shipments for Xpress Trucking customers, with a primary focus on Eastbound Mainland, Guam, and Inter-Island (Neighbor Island) freight movements. This role serves as a key communication link between customers, warehouse operations, dispatch, carriers, and internal billing teams to ensure freight is processed accurately, shipped on time, and supported with complete documentation from pickup through final delivery.

The Outbound CSR is expected to deliver a high level of customer service while maintaining strong attention to detail, ensuring proper shipment setup, documentation accuracy, compliance, and timely issue resolution.

Outbound Customer Service & Shipment Coordination (Eastbound, Guam, and Inter-Island):

• Serve as the primary outbound CSR point-of-contact for assigned customer accounts and outbound freight activity.
• Coordinate outbound freight shipments from start to finish, including Eastbound Mainland, Guam, and Inter-Island (Neighbor Island) movements.
• Receive shipment requests and verify all shipping details including:
  • Shipper /consignee information
  • Commodity description
  • Piece count, weight, and dimensions
  • Service level requirements (standard, expedited, cold chain, etc.)
  • Required documentation and special handling instructions
• Create and manage outbound shipment files and ensure freight is properly set up for movement.
• Communicate shipping cutoffs, sailing schedules, and expected transit times to customers.
• Coordinate with warehouse and dock teams to ensure outbound freight is:
  • Received and verified accurately
  • Properly labeled and staged for outbound loading
  • Loaded according to carrier requirements and safety standards
• Prepare, review, and distribute required outbound shipping documentation as applicable, including:
  • Bills of Lading (BOL)
  • Booking confirmations and carrier paperwork
  • Manifests and supporting documents
  • Delivery receipts and shipping confirmations
  • Proof of Delivery (POD) documentation when available
• Maintain a high level of professionalism and urgency in all customer communication via phone and email.

Communication & Cross-Department Coordination:

• Work closely with:
  • Warehouse staff and leads
  • Inter-island operations group
  • Billing and accounting teams
  • Management and customer stakeholders
• Escalate issues quickly when service is at risk (missed cutoff, capacity issues, documentation errors, damaged freight, etc.).
• Participate in daily operational communication and contribute to improving workflow efficiency

Qualifications:

• High school diploma or GED required (college coursework preferred).
• 3+ years of experience in logistics, air freight, or transportation operations
• Strong computer skills and ability to learn TMS systems quickly.
• Excellent written and verbal communication skills.
• Strong attention to detail, accuracy, and organization.
• Ability to prioritize tasks and work under deadline pressure.

Physical Demands:

This position is primarily sedentary and requires the ability to perform clerical and administrative duties. The employee must be able to sit for extended periods of time, use a computer and telephone equipment for sustained periods, and perform repetitive hand and wrist motions (typing, data entry). The employee may occasionally be required to stand, walk, bend, reach, and lift or move office materials up to 10 pounds. Specific vision abilities required include close vision and the ability to adjust focus.

Note:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.