Dedicated Customer Service Representative

Company: Dunavant Enterprises, Inc.
Location: Memphis
Posted on: November 2, 2025

Job Description:

1.0 Position Summary The Customer Service Representative will serve as the primary point of contact for our customers in the intermodal trucking division. This role requires a customer-focused professional who can effectively coordinate container movements, communicate with owner operators and terminals, and ensure seamless service delivery from pickup to final delivery. 2.0 Reporting Reports to Terminal Manager in office at the Memphis Terminal Current FLSA Status: Exempt HR FLSA Status Recommendation: Exempt 3.0 Essential Functions, Job Duties, and Responsibilities - Serve as the main contact for assigned customer accounts - Respond promptly to customer inquiries via phone, email, and other communication channels - Provide accurate information on shipment status, delivery schedules, and equipment availability - Build and maintain strong customer relationships through proactive communication and problem-solving - Address and resolve customer complaints and concerns professionally and efficiently - Coordinate container pickups and deliveries with rail terminals, ports, and customer facilities - Monitor and track container movements throughout the transportation cycle - Provide real-time updates to customers on shipment status and any delays - Ensure proper documentation for all loads (BOLs, delivery receipts, customs paperwork) - Coordinate with dispatch to ensure timely assignment of drivers and equipment - Maintain accurate records in transportation management system (TMS) - Process customer orders and enter load information into systems - Generate and distribute shipping documents and reports - Track and report key performance metrics - Ensure compliance with company policies and industry regulations - Troubleshoot and resolve issues related to delays, equipment failures, or service disruptions - Work with operations, dispatch, and terminals to find solutions for time-sensitive situations - Manage demurrage and detention concerns proactively - Coordinate chassis and container availability - Handle billing inquiries and discrepancies in collaboration with accounting - Coordinate with dispatch, drivers, and operations teams to ensure smooth execution - Communicate with rail terminals, steamship lines, and port facilities - Work with sales team to support customer retention and growth - Collaborate with billing department on invoicing and payment issues - Performs all other duties or projects as assigned. 1. Education and Experience Requirements - Three years or more of related experience required. - Experience in intermodal, trucking, or freight forwarding - Familiarity with transportation management systems (TMS) TMW - Knowledge of rail terminals, port operations, and container handling - Understanding of DOT regulations and shipping documentation 5.0 Minimum Skills, Knowledge, and Ability Requirements - Extensive knowledge of general financial accounting and cost accounting. - Understanding of and ability to adhere to generally accepted accounting principles. - Highly proficient with accounting software. - Excellent organizational skills and attention to detail. - Excellent written and verbal communication skills. - Strong project management skills. - Good decision-making skills. - Understanding of intermodal terminology (containers, chassis, drayage, demurrage, detention) - Knowledge of rail and port operations - Familiarity with different container types and equipment - Ability to work independently and manage multiple priorities - Time management and organizational skills - Experience in transportation, logistics, or related industry 6.0 Work Conditions, Physical and/or Mental Requirements - Sedentary physical activity requiring reaching, lifting, finger dexterity, grasping, feeling, repetitive motions, talking, and hearing. - Visual requirement is for close vision, distance vision, peripheral vision, and ability to adjust focus. - 80% or more time is spent looking directly at a computer. - Employee is frequently required to stand, walk (or otherwise be mobile). - Employee is frequently required to lift and carry a minimum of 15 pounds. - Ability to deal with stressful situations as they arise. Duties are primarily performed in an office environment. Minimal physical effort is required. Lifting and carrying requirements of up to 15 pounds. Occasional or frequent ability to move boxes from one location to another. These physical and/or mental requirements are not exhaustive, and additional job-related requirements may be added by the Company on an as-needed basis. Reasonable accommodations, where required by law, will be made to enable individuals with disabilities to perform the essential functions of this position. PI5a73beb59e14-37156-38856463

Keywords: Dunavant Enterprises, Inc., Memphis , Dedicated Customer Service Representative, Logistics, Transportation & Drivers , Memphis, Tennessee