Customer Service Representative

Overview

Trimac isn't just a transportation company; it's an industry disruptor with a remarkable 80-year legacy of safely delivering products that improve people’s lives across North America.

We're also excited to welcome Searcy Trucking to the Trimac Group of Families, bringing together trusted expertise, shared values and expanded opportunities for our employees and customers.

Our workplace culture is centered on being safe, respectful, innovative and inclusive. We are committed to maintaining a rewarding work environment that allows employees to experience new opportunities and build their chosen careers. Across the company, we encourage open communication, champion integrity, celebrate individuality and cultivate diverse talents and perspectives. If you’re ready for a challenge that will help drive forward an industry leading team, we invite you to begin your journey with us.

Job Details

This opportunity is with Searcy Trucking, a member of the Trimac Family of Companies. The Customer Service Representative (CSR) serves as the primary point of contact for customers, responding to inquiries and resolving issues while providing exceptional service. The role is responsible for handling phone calls and emails, booking appointments, entering shipping and receiving orders, conducting quality checks on inbound and outbound shipments, managing inventory counts, and ensuring visitors and carriers have completed required safety orientations. This position plays a key role in supporting daily operations and maintaining strong customer relationships.

Responsibilities

Customer Communication

• Receive and respond to incoming customer phone calls and emails in a timely, professional manner.
• Monitor and manage both personal and shared email inboxes.
• Develop a thorough understanding of customer requirements and expectations.
• Identify shipment issues or discrepancies and communicate them to the Operations Manager for prompt resolution.
• Provide customers with updates, documentation, and support related to inbound and outbound shipments. 

Order Entry & Processing

• Process inbound receipts and outbound shipments in Sage prior to carrier arrival to minimize wait times.
• Prepare and organize paperwork by account in advance of carrier arrivals.
• Ensure all order information is entered accurately and maintained in company systems.

Inbound Deliveries

• Print receiving documentation from Sage and update delivery dates and carrier information upon receipt.
• Verify inbound shipments and communicate any discrepancies to customers, adjusting orders in Sage as required.
• Generate receiving documents and customer invoices following receipt confirmation.
• Confirm material received matches documentation before posting inventory transactions.
• Email receiving documents, invoices, and supporting photographs to customers.
• File shipment documentation and customer communications electronically for record retention.

Outbound Shipments

• Prepare load sheets in Sage, updating carrier and pickup information as required.
• Generate Bills of Lading (BOLs) and shipment documentation.
• Review shipment photos and documentation to verify correct products and quantities have been loaded.
• Ensure drivers receive the appropriate BOL copies and maintain records for company files.
• Process inventory transactions and distribute shipment documentation and photos to customers.
• Maintain organized electronic records of all outbound shipment documentation.

Inventory Management

• Assist with month-end inventory counts and reconciliations.
• Investigate and resolve discrepancies between system inventory and physical counts.
• Reconcile inventory balances between customer records and on-site inventory.
• Support root cause analysis and corrective actions related to inventory variances.
• Conduct cycle counts and location audits throughout the month to maintain inventory accuracy.

Administration

• Prepare weekly and month-end reports.
• Complete month-end storage calculations for customer invoicing.
• Ensure all orders are accurately entered and posted within company systems.
• Maintain organized daily and monthly filing systems.
• Monitor office supply inventory and notify the Operations Supervisor of replenishment needs.
• Assist with maintaining clean and organized office and common work areas as required.

Qualifications

• Excellent customer service skills with the ability to build and maintain positive customer relationships.
• Strong administrative and organizational skills with the ability to manage multiple priorities.
• Excellent verbal and written communication skills.
• Professional and courteous phone etiquette.
• Strong interpersonal skills with the ability to work effectively with customers, carriers, and internal teams.
• Ability to thrive in a fast-paced, multi-tasking environment.
• Proficient computer skills and experience working with various software applications.
• Strong attention to detail and commitment to accuracy.
• Effective problem-solving and issue-resolution skills.
• Ability to work independently while contributing to a collaborative team environment.

Benefits

We invest in our employee’s growth through training and development programs. We offer a comprehensive benefits package such as:

• Medical, Dental, Vision, Life Insurance, and many more health and wellness benefits
• Paid vacation, sick time, and company holidays
• Paid time off for volunteer activities to help give back to our communities
• Tuition Reimbursement Program to achieve your educational goals
• Continuous learning and career development

Safety Commitments

• We make safety a part of every decision
• We make safety personal
• We have the courage to intervene