Customer Service Representative

Job Category:
Administration

Requisition Number: CUSTO
001160

• Posted :
  January 16, 2026
• Full-Time
• On-site

Showing 1 location

Houston, TX 77056, USA

Job Summary:

The Customer Service Representative supports both customer experience and financial operations. The person in this role ensures timely and accurate handling of billing, credits/debits, account research, dispute management, pricing requests, broker settlements, and invoice distribution. The senior team member provides training, mentorship, and leadership within Customer Service to ensure consistency and best practices across the department. The role also partners with AR to assist with postings, account setups, and resolving customer account discrepancies.

By identifying issues early, recommending workflow improvements, and supporting training initiatives, the ideal candidate strengthens both the Customer Service and AR teams.

Essential Functions:

• Process assigned billing (~60-90 invoices per day) with accuracy and timeliness.
• Manage broker settlement processes and ensure compliance with broker pricing.
• Conduct account research to resolve discrepancies and support client inquiries.
• Respond to customer and internal emails within 1–2 hours or by end of business day.
• Prepare and process credit and debit memos.
• Handle unplanned freight billing and documentation.
• Upload billing submissions through customer portals daily, ensuring timeliness and accuracy.
• CRM Case Submission
• Follow up and escape unresolved issues as needed.
• Send all debit memos billed to customers and follow up on outstanding invoices.
• Communicate effectively via Microsoft Teams, including chats, group discussions, and task assignments.
• Maintain EDI orders and ensure daily processing is completed at 100% accuracy without errors.
• Check EDI order status every day and research any issues that arise.
• Collaborate with the EDI rep to correct errors in SAP and ensure proper order flow.
• Track and manage material numbers associated with EDI transactions.
• Participate in EDI-related communications including testing and updating EDI customer profiles.
• Ensure EDI customer updates are documented and implemented accurately.
• Monitor EDI performance and proactively identify patterns or recurring issues to improve reliability.
• Coordinate with internal teams to ensure EDI setup and changes are aligned with customer requirements.

Performance Metrics:

• Assigned Billing Accuracy: ≥ 98% of invoices processed without error.
• Email Response Time: 90% of emails responded to within 2 hours or by end of day.
• Task Completion Rate: 95% of assigned Teams tasks completed on time.
• Pricing Upload Accuracy: ≥ 98% of Winshuttle uploads completed without error.
• Dispute Resolution Time: ≤ 5 business days.

Requirements:

• High school diploma or equivalent required.
• Some college coursework in accounting, finance, or business administration preferred.
• Experience with B2B customer service and/or internal sales preferred.
• Experience with ERPs, particularly SAP S4/HANA preferred.
• Experience with EDI preferred.

Working Conditions:

• Whether working from the office or at home, standard office hours for this role are 7 AM to 4 PM Monday‑Friday. If there is ever a delay of more than 30 minutes, she should notify the Billing/Accounts Receivable Manager in advance. While occasional delays may be understandable, this 30‑minute window is intended as a buffer for unforeseen circumstances—not as a daily allowance.
  
  Consistent punctuality is expected to maintain team efficiency and accountability.
• This position requires on‑site presence five days per week during the first 90 days of employment to support onboarding and training.
• After the initial 90‑day period, the role typically transitions to a hybrid work schedule. Three days per week in the office are required.
• When working from home, the employee should remain maintain full availability during designated working hours, respond to internal and external messages within one to two hours, and complete all daily assigned tasks within expected quality and timeliness standards. Attendance and responsiveness are monitored to ensure consistent performance, whether working from the office or home.
• Working from…