Job Purpose

To deliver exceptionally efficient and effective customer service while working with all resources, personnel and tools available.


      • Develop excellent working business relationships with assigned customers.
      • Determine commitment levels with appropriate Sales Representatives.
      • Manage bookings for customers based on Driver Manager or Supervisor direction and daily dynamics.
      • Solicit freight per Driver Manager or Supervisor’s daily direction.
      • Determine drop pool expectations for assigned customers if appropriate.
      • Monitor pools to ensure expectations are being met between the Company and the customer.
      • Ensure contacts are noted on account location screens.
      • Ensure pickup and delivery expectations are documented on each assigned customer.
      • Schedule pickup and delivery appointments with shippers and consignees on all of your customers ‘moves.
      • Monitor customer shipments per customer expectation to ensure on-time service daily.
      • Keep customer informed of all service failures or any other information throughout the booking and shipment process.
      • Manage trailers daily to ensure Driver Manager or Supervisors know where trailers are best utilized.
      • Ensure assigned customer has a profile and Driver Manager or Supervisors are trained on customer expectations.
      • Ensure all accessorial charges authorized by the customer are noted in Appgen.
      • Ensure any documentation needed for billing accessorial charges is provided to and signed by the customer and entered into the system for proper billing and driver pay.
      • Acquire yard checks at each assigned customer location a minimum of twice weekly if needed.
      • Assist in calling brokers and backhaul customers as needed per the Driver Manager’s, Supervisors’ or Operations Manager’s direction daily.
      • Enter all loads into the system upon receipt of work order or knowledge of the load and put them on the proper dispatch board.
      • Ensure scheduled appointments are reflective of expected transit time.
      • Always represent the Company as a customer service professional and be the customer’s advocate internally.
      • Manage reports daily such as NOA Report and Missing Docs Report.
      • Assist Driver Manager as needed.
      • Other duties as assigned.


Education / Training:

  • High school diploma.


    • 2+ years customer service experience.
    • 2+ years experience in the Transportation industry.

Knowledge, Skills and Abilities:

      • Knowledge of Intermodal or Domestic freight movement.
      • Strong interpersonal and communication skills, both verbal and written.
      • Ability to work with all team members to include Management, co-workers, customers and drivers.
      • Ability to work within standard processes and procedures.
      • Ability to work with standard office equipment including copiers, faxes, PC’s, etc.
      • Strong analytical and problem solving skills.
      • Excellent time management skills.
      • Advanced computer skills including working knowledge of Microsoft Suite programs such as Word and Excel.

Physical Demands:

      • Office environment.
      • Telephone usage 2 - 6 hours per day.
      • Data entry 4 - 6 hours per day.
      • Long periods of sitting at work area, up to 8 hours per day.
      • Long periods of working on a computer, up to 8 hours per day.


Reports to: Operations Manager or Supervisor      

Department: Operations

Work Schedule: Monday through Friday, 8:00 am to 5:00 pm, on call after hours.

Full time: X          

Permanent:  X

Pay: Salary (Non-Exempt):   X


Pay rate: Industry competitive, relevant to experience, knowledge, skills and abilities.

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This employer will provide to the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.  If the Government cannot confirm that you are authorized to work, this employer is required to provide you written instructions and an opportunity to contact SSA and/or DHS before taking adverse action against you.

In order to determine whether Form I-9 documentation is valid, this employer uses E-Verify’s photo screening tool to match the photograph appearing on some permanent resident and employment authorization cards with the official U.S. Citizenship and Immigration Services’ photograph.

For more information on E-Verify, please contact DHS at:      1-888-464-4218