Customer Service Representative

Regional ABOUT US:

U.S. Multimodal Group (USMMG) is a company that specializes in providing comprehensive transportation and logistics solutions. The company operates across various modes of transport including truckload and intermodal, offering a seamless and integrated service to ensure efficient and timely delivery of goods. Its expertise lies in coordinating and managing complex logistics operations, catering to diverse client needs with customized solutions. By leveraging advanced technology, strategic planning, and a vast network of resources, U.S. Multimodal aims to optimize supply chains, reduce operational costs, and enhance overall customer service in the transportation sector.

Harbor Division U.S. Multimodal Transport, LLC a subsidiary of U.S. Multimodal Group, LLC has been a long-standing staple in the trucking community since 1986.  The company operates across various modes of transport including truckload and intermodal, offering a seamless and integrated service to ensure efficient and timely delivery of goods. Its expertise lies in coordinating and managing complex logistics operations, catering to diverse client needs with customized solutions.  As the company continues to grow and move forward with drayage increases we are looking for a highly motivated, independent dispatcher to cover the 2nd/night shift.

Please note that we do not offer visa sponsorship or immigration support for this position. Applicants must be independently legally authorized to work in the United States without current or future employer sponsorship. Employment eligibility will be verified through E-Verify, and a background check is required.

Job Summary:

This position is onsite located in Rancho Dominguez, CA - The Customer Service Representative is responsible for providing exceptional customer service and operational support to customers, dispatchers, warehouse personnel, steamship lines, terminals, and other transportation partners. This position serves as a primary point of contact for customers and helps coordinate daily drayage operations, including container pickups and deliveries, port appointments, container availability, terminal issues, delivery schedules, customer specific spreadsheets, customer portals, documentation, and shipment updates. The ideal candidate is organized, responsive, detail-oriented, and able to work in a fast-paced transportation environment where schedules and priorities can change quickly.

Key Responsibilities:

Serve as the primary point of contact for assigned customers.
Respond promptly to customer phone calls, emails, and shipment inquiries.
Provide accurate and timely updates regarding container status, pickup and delivery schedules, delays, and exceptions.
Communicate professionally with customers regarding operational issues and service concerns.
Maintain positive customer relationships and identify opportunities to improve service.
Follow up on customer requests until the issue is resolved.
Escalate significant service issues to management when necessary.

Drayage Operations Support:
Monitor daily import and export container activity.
Coordinate with dispatchers regarding pickup and delivery schedules.
Verify container availability, appointments, cutoffs, and terminal requirements.
Track containers from pickup through delivery.
Monitor port and terminal delays and communicate changes to customers.
Assist with resolving terminal, chassis, appointment, container, and delivery issues.
Coordinate with warehouses and customers for transloading and delivery requirements.
Assist with same-day and next-day shipment planning.

Documentation
Review and maintain bills of lading, delivery orders, booking information, container numbers, chassis information, and other transportation documents.
Verify customer-provided shipment information for accuracy.

 Maintain accurate records of shipment activity and customer communications.
 Assist with proof-of-delivery documentation.
 Ensure required documents are received and properly filed.
 Assist with billing support by identifying accessorial charges and other customer-billable services.

Dispatch Communication
Communicate customer requirements and delivery instructions to dispatch.
Assist with customer, terminal, and delivery-related questions.
Relay changes to pick up numbers, delivery appointments, locations, and special instructions.

Monitor driver progress and communicate delays or exceptions.
Help ensure drivers have the information necessary to complete assigned moves.
Problem Resolution

Identify potential service problems before they affect the customer.
Coordinate solutions for missed appointments, terminal congestion, chassis shortages, rejected
containers, customer delays, and other operational exceptions.
Communicate delays immediately and provide customers with updated ETAs.
Document service failures, customer complaints, and corrective actions.
Work with operations and management to prevent recurring issues.

EXPERIENCE REQUIRED

Required:
• High school diploma or equivalent.
• Customer service or transportation experience preferred.
• Strong communication and organizational skills.
• Ability to multitask in a fast-paced environment.
• Proficiency with email, Microsoft Office, and basic computer systems.
• Ability to communicate effectively by phone, email, and text.
• Strong attention to detail.
Preferred:
• 1–3 years of experience in drayage, trucking, freight forwarding, 3PL, warehouse, or transportation
operations.
• Knowledge of Southern California port operations.
• Familiarity with Port of Los Angeles and Port of Long Beach terminals.
• Experience with TMS, WMS, dispatch, or transportation software.
• Knowledge of container numbers, chassis, appointments, demurrage/detention, per diem, and accessorial
charges.
• Knowledge of import/export documentation.

WHAT WE OFFER:

• Offering a competitive salary (based on experience).
• Benefits include; Vacation time off, Paid Holidays, medical, dental, vision, company paid Life and Long-term disability, and additional options.
• Company offers a 401(k) program with company match for eligible employees.
• A dynamic, exciting, and mission-driven work environment.

Schedule:

• 8 hour shift
• 8:00am – 4:30pm Monday-Friday
• Overtime  as needed

In accordance with California law, the expected salary range for this California position is between $25.00 and $26.00 per hour.  The actual compensation will be determined based on experience and other factors permitted by law.

Equal Opportunity Statement:

U.S. Multimodal is an Equal Opportunity Employer and we are committed to fostering a safe and friendly workplace. All qualified individuals are encouraged to apply.