A customer service representative (CSR) in logistics acts as the primary link between customers, carriers, and internal warehouse or dispatch teams to ensure goods move accurately and on time.
Core Responsibilities
- Order Management : Enter customer orders accurately into the system, schedule pickups and deliveries, and process shipping documentation.
- Shipment Tracking : Monitor freight movement and provide real-time updates to clients regarding order status and estimated arrival times.
- Problem Solving : Resolve delivery delays, lost freight, route issues, and carrier or warehouse disputes quickly.
- Stakeholder Coordination : Communicate with drivers, dispatchers, and warehouse staff to align pickup and drop-off schedules
- Account Support : Maintain customer databases, handle billing or invoice questions, and log customer feedback
The 7 core functions or roles of logistics are order processing, inventory management, warehousing, packaging, cargo handling, transportation, and monitoring/information management