Customer Service Representative – West End Express
Location: Dayton, NJ
Employment Type: Full-Time | On-Site (Monday-Friday, 8:00 AM to 5:00 PM) | Experienced
Compensation: $21.00-27.00 per hour depending on experience and qualifications
This is not a remote position. Relocation assistance is not offered.
Who We Are
Cargomatic is committed to making the lives of truckers and shippers easier. Our goal is to let truckers be truckers and shippers be shippers by simplifying the process for all our customers and vendors.
Cargomatic was named to the Built In Best Places to Work list, recognizing our people-first culture, strong benefits, and commitment to employee growth and well-being.
About the Role
West End Express is seeking an experienced Customer Service Representative to support customers and daily drayage operations in the NY/NJ market.
This role requires someone who understands port drayage, customer requirements, terminal operations, and the importance of proactive scheduling and communication to avoid unnecessary per diem, storage, and other accessorial costs.
The CSR will work closely with customers, dispatch, and internal teams to ensure shipments are scheduled, tracked, and resolved efficiently.
Key Responsibilities
- Serve as the primary day-to-day customer contact for assigned accounts.
- Communicate with customers regarding pickups, deliveries, appointments, delays, and shipment status.
- Schedule and coordinate deliveries and pickups with customers and dispatch.
- Monitor containers to ensure appointments and moves are completed within free time and avoid unnecessary per diem, storage, and detention charges.
- Work proactively with customers and dispatch to address potential service issues before they result in additional costs.
- Communicate daily with dispatch regarding load status, appointment changes, driver issues, terminal conditions, and customer requirements.
- Maintain accurate and timely updates across multiple systems, including Trinium and other customer/operational platforms.
- Document customer communications, scheduling changes, exceptions, and resolution activity.
- Research and resolve shipment discrepancies and customer issues.
- Follow up on open issues until a clear resolution is reached.
- Escalate service or operational issues when necessary.
Qualifications
- A minimum 3 years of customer service experience in transportation, logistics, trucking, or drayage.
- A minimum 3 years of experience supporting NY/NJ port drayage operations.
- Minimum 1 year of hands-on Trinium experience required
- Strong understanding of NY/NJ terminals, appointments, container moves, per diem, storage, detention, and related drayage processes
- Experience working with multiple transportation and customer systems
- Strong communication and organizational skills
- Excellent follow-up and attention to detail
- Ability to work in a fast-paced environment and manage multiple priorities
- Strong problem-solving skills and a proactive approach to customer service
The Ideal Candidate
- Candidate understands that strong customer service in drayage means staying ahead of the shipment, not reacting after there is a problem.
- You are comfortable working directly with customers and dispatch, monitoring free time, identifying potential per diem exposure, and taking action to keep freight moving.
What's In It for You
- Competitive pay.
- Medical, dental, and vision benefits.
- 401(k) company match.
- Paid time off (PTO) and paid holidays.
- Join a high-growth company redefining logistics and supply chain!
Equal Opportunity Employer
Cargomatic is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
