Territory Operations and customer service rep

The Territory Operations & Logistics Rep is responsible for managing all aspects of container logistics, dispatch operations, and customer support within an assigned region. This position ensures that containers are efficiently scheduled, dispatched, tracked, and delivered from depot to final destination — while maintaining excellent communication between carriers, depots, customers, and internal teams.

This is a hybrid role that blends operations, customer relationship management, and administrative coordination to achieve consistent, cost-effective, and customer-focused delivery performance.

Core Responsibilities

1. Dispatch & Operations 

• Schedule, assign, and dispatch drivers for last-mile container deliveries and pickups.
• Continuously develop and maintain a carrier/driver network to support regional service capacity and cost efficiency.
• Coordinate with depots to manage container releases and ensure equipment availability for scheduled deliveries.
• Monitor and track container movements through Transportation Management Systems (TMS) and dispatch software.
• Manage delivery windows, access requirements, and service appointments to guarantee on-time performance.
• Resolve delivery issues, equipment shortages, or access challenges quickly and professionally.
• Maintain accurate delivery documentation, including proof of delivery (POD), bills of lading (BOLs), and receipts.
• Balance carrier productivity and route efficiency to minimize cost per delivery.

2. Customer & Stakeholder Communication

• Serve as the primary point of contact for customers throughout the delivery process.
• Provide proactive communication regarding shipment status, scheduling updates, and potential service disruptions.
• Respond to customer inquiries promptly via phone, email, or customer portal, maintaining a professional and solution-oriented approach.
• Liaise with depots, carriers, and internal teams to ensure alignment and seamless coordination.
• Maintain detailed records of all communications, service updates, and issue resolutions.
• Ensure all transactions comply with company operating procedures and service standards.

3. Administrative & Reporting Support

• Input, update, and verify all shipment and dispatch data in the TMS in real time.
• Review and confirm billing accuracy, supporting the accounting and operations teams with documentation audits.
• Generate and analyze operational reports, including delivery performance, carrier utilization, and customer satisfaction metrics.
• Contribute to continuous improvement initiatives by identifying workflow inefficiencies and recommending process improvements.

Qualifications & Skills

• 2+ years of experience in logistics, Customer Service, or transportation operations (container or drayage experience preferred).
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong customer service and communication skills, both written and verbal.
• Proficient in Transportation Management Systems (TMS), CRM tools, and Microsoft Office Suite.
• Exceptional organizational skills with attention to detail and follow-through.
• Working knowledge of carrier coordination, port/depot operations, and container logistics processes.

Success Indicators

• Strong customer satisfaction and retention.
• High on-time delivery rate within assigned territory.
• Reduced dwell times and improved carrier efficiency.
• Accurate and timely data entry and documentation.
• Effective collaboration across operations, billing, and customer service teams.