Job Title: Customer Service Representative

Department: Customer Service / Operations
Reports To: Operations Manager
Location: Winter Haven, FL
Job Type: Full-Time (shift flexibility required)

Company Overview

We are a leading, privately held liquid food-grade tank carrier with a vision to be the best in North America. Our mission is to deliver outstanding customer service by ensuring our customers' products are transported safely and on time-every day, all year round. Demand for food products remains strong even during economic downturns, and as a result, we are expanding to meet growing customer needs for additional food-grade tank capacity

Position Summary

The Customer Service Representative serves as the primary point of contact for customers, ensuring exceptional service through timely communication, problem-solving, and efficient load management. This role plays a key part in maintaining strong customer relationships, supporting logistical planning, and ensuring accurate shipment updates. The ideal candidate is proactive, detail-oriented, and committed to operational excellence.

Key Responsibilities

• Serve as the primary contact for customer inquiries via phone and email.
• Accept, confirm, and document freight requests.
• Input and update load information in the AS400 system and maintain accuracy in related business tools.
• Communicate effectively with load planners and driver managers to ensure all service details are aligned.
• Monitor active loads and provide timely pickup, in-transit, and delivery updates to customers.
• Identify potential service issues early and take proactive steps to resolve them; escalate as necessary.
• Accurately communicate tank wash requirements and ensure alignment with customer specifications.
• Maintain detailed customer notes, including scaling needs, wash requirements, delivery expectations, and special instructions.
• Provide advance notifications to tank wash locations when required.
• Schedule and plan loads that meet customer demand while optimizing driver availability and company priorities.
• Communicate all critical information at the end of each shift or prior to scheduled time off to ensure continuity of service.
• Support customer retention and account growth through professional, reliable service.
• Adapt to changing customer needs, business priorities, and process improvements.

Qualifications & Skills

• High School Diploma or GED required.
• 2+ years of customer service experience preferred; experience in transportation, logistics, or food-grade tanker operations is a plus.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office (Excel, Word, Outlook); experience with AS400 preferred.
• Strong attention to detail and organizational skills; able to manage multiple priorities effectively.
• Customer-focused mindset with a proactive, solutions-driven approach.
• Able to work independently and collaboratively in a team-oriented environment.
• Flexibility to work variable shifts, including evenings, nights, and weekends as needed.

Physical & Work Environment Requirements

• Ability to stand or walk for extended periods when required, including in non-climate-controlled environments.
• Perform clerical duties such as data entry, filing, documentation, and phone support.
• Consistent, on-time attendance at the assigned work location is required.

Performance Expectations

• Timely and accurate entry of loads and customer notes.
• High levels of customer satisfaction and timely issue resolution.
• On-time load status updates and notifications.
• Accurate, audit-ready documentation and adherence to process standards.

Benefits

Competitive salary

Comprehensive health, dental, and vision insurance

401(k) plan with company match

Paid time off and holidays

Company-paid life insurance

Waiting period may apply