Job Details
Customer Service Lead
2026-04-30 Forward Air, Inc. Greeneville,TN
Description:
Position: Customer Service Lead
Job Description:
The Customer Service Lead fields internal and external customer questions, complaints, and shipment tracking inquiries, while demonstrating the highest degree of courtesy, integrity, and professionalism to resolve customer and employee issues.
Core Duties & Responsibilities:
- Customer Escalations
- Employee Questions
- Employee Coaching Opportunities
- Daily Reports
- Training
- Monitoring Calls/Emails in Queue
- Phone/Email Coverage
- Quality Checks
- Monitoring/Assign Follow Up's Daily
- Assist with Monitoring Weekly Hours
- Assisting with call and email volumes
- Data entry (domestic and international bills)
- Consistently monitor e-mail request and provide detail information in a timely fashion
- Regular and flexible attendance
- Other duties as assigned
Requirements:
- Demonstrated ability to carry out assignments to their completion and meet deadlines
- Ability to establish and maintain effective working relationships with employees and managers
- Desire for a long-term career with an industry leading company
- Ability to present and maintain a positive corporate image in a fast paced environment
- Proactively establish and maintain effective working team relationships with all support departments
- Must be proficient with Microsoft Office products including; Word, Excel, PowerPoint, Outlook, etc.
- Ability to perform general administrative duties; file, perform data entry, photocopies, etc.
- Ability to handle heavy work load and work well under pressure
- High school diploma or GED equivalent
Skills:
- Ideal candidate will possess a “can do” attitude with a “will do” work ethic
- Must have the ability to work in a fast paced environment
- Strong verbal and written communication skills
- Experience with AS400 operating systems is a plus
- Transportation industry knowledge and experience is a plus
- Computer skills, including MS Office/Excel, AS400 functions: air-bills, manifest, customer, customer service, reports, etc.
Forward Air is an Equal Opportunity employer.
Forward Air is a leading asset-light provider of transportation services across the United States, Canada, and Latin America. We provide expedited less-than-truckload services, including local pick-up and delivery, shipment consolidation/deconsolidation, warehousing, and customs brokerage by utilizing a comprehensive national network of terminals. In addition, we offer truckload brokerage services, including dedicated fleet services, and intermodal, first and last-mile, high-value drayage services, both to and from seaports and railheads, dedicated contract and Container Freight Station warehouse and handling services. Forward also operates a full portfolio of multimodal solutions, both domestically and internationally, via Omni Logistics. Omni Logistics is a global provider of air, ocean, and ground services for mission-critical freight. We are more than a transportation company. Forward is a single resource for your shipping needs
We move freight, but we're powered by people. Whether you're in the warehouse, on the road, or behind the screen, every teammate keeps our global business in motion and brings logistics to life.