Department:

Job Description:

JOB SUMMARY: The Customer Success Representative in Training supports Customer Success operations while completing structured, role-specific onboarding in customer requirements, transportation processes, operating systems, service standards and escalation practices. The role provides flexible coverage across customer accounts and teams while building the proficiency required to manage assigned freight and service responsibilities independently. 

This position is part of an active-bench development model designed to strengthen Customer Success coverage and create a qualified pipeline for permanent openings. Employees may provide temporary account, team or overflow support after completing required onboarding checkpoints. Conversion to a permanent Customer Success Representative position is not automatic or guaranteed and depends on documented readiness, consistent performance, schedule compatibility, business need and the availability of an approved position. 

Please note this position is on-site at Stevens Transport headquarters in Dallas, Texas.

JOB DESCRIPTION: 

Key Responsibilities 

• Complete structured, role-specific onboarding in Customer Success processes, systems, customer expectations, service standards and escalation practices. 

• Provide floating coverage across Customer Success teams and customer accounts while awaiting permanent placement. 

• Communicate professionally with customers and internal partners by email, phone and approved operating systems. 

• Book loads and enter customer orders accurately and on time. 

• Assign shipment details required for driver assignment and freight execution. 

• Schedule pickup and delivery appointments for outbound shipments. 

• Track and trace shipments, monitor freight in transit and provide timely status updates. 

• Assist with appointment requests, scheduling conflicts, delayed pickups or deliveries, billing questions and other service issues. 

• Perform high-volume data entry, reporting and spreadsheet maintenance with strong attention to accuracy. 

• Receive and cross-reference bills of lading, proof-of-delivery documentation and related shipment records. 

• Review EDI and booking data for accuracy before customer verification or release. 

• Work with analysts, Driver Management, Transportation Management, Brokerage, Rail and other internal teams to balance freight, capacity and customer commitments. 

• Maintain assigned customer and carrier performance indicators and support the team’s on-time service expectations. 

• Identify service issues, escalate risks appropriately and participate in root-cause review and corrective action. 

• Adapt to different customer accounts, workflows and team assignments as business coverage needs change. 

• Demonstrate readiness for conversion to Customer Success Representative through reliable execution, sound judgment, customer communication and independent follow-through. 

TRAINING AND CONVERSION EXPECTATIONS 

• Onboarding is focused on Customer Success and may vary based on the employee’s prior experience and demonstrated proficiency against established training requirements. 

• The employee may be assigned temporary account, team or overflow coverage after completing required onboarding checkpoints. 

• Conversion to a permanent Customer Success Representative position is not automatic or guaranteed and occurs only when an approved opening is available. 

• Eligibility for consideration will be based on successful completion of established training requirements and documented performance against standardized readiness criteria. 

• Placement decisions will consider demonstrated system and process proficiency, order and data accuracy, customer communication, service execution and follow-through, escalation and judgment, attendance and reliability where job-related and permitted by applicable law, the requirements of the available position, schedule compatibility and business need. 

• The same job-related criteria will be applied consistently to employees being considered for comparable openings, using a standardized scorecard approved by People & Performance. 

• Once an employee is placed in a permanent seat, the active-bench opening should be evaluated for backfill to preserve bench continuity. 

QUALIFICATIONS: 

Minimum Qualifications 

• One or more years of customer service, account support, transportation operations, logistics coordination or comparable customer-facing experience. 

• Demonstrated ability to organize and prioritize high volumes of email, calls and time-sensitive requests. 

• Clear written and verbal communication, including the ability to handle difficult conversations professionally. 

• Ability to perform accurately in a deadline-driven environment with rapidly changing priorities. 

• Working proficiency with Microsoft 365, including Outlook and Excel. 

• Ability to learn transportation systems, customer requirements and operational processes quickly. 

• Ability to work on-site in Dallas and work the published schedule for the position. Schedule requirements, including any weekend or after-hours rotation, will be communicated before an employee accepts a permanent assignment. 

Preferred Qualifications 

• Experience in transportation, logistics, supply chain, business development or sales support. 

• Experience with shipment tracking, order entry, appointment scheduling, EDI, KPI reporting or transportation management systems. 

• Familiarity with AS/400 or a comparable transportation operating system. 

• Experience supporting multiple customers, accounts or operating teams. 

• Exposure to freight capacity, service recovery, accessorials, billing resolution or customer scorecards. 

SKILLS AND ABILITIES 

• Customer service and relationship building 

• Organization, prioritization and follow-through 

• Critical thinking and sound judgment 

• Problem solving and root-cause identification 

• Data accuracy and attention to detail 

• KPI monitoring and reporting 

• Scheduling and shipment coordination 

• Adaptability across accounts and teams 

• Effective written and verbal communication 

• Cross-functional teamwork 

• Accountability and ownership 

• Learning agility and coachability 

EDUCATION 

• High school diploma or equivalent required; associate’s or bachelor’s degree in business, logistics, supply chain or a related field preferred. 

PHYSICAL DEMANDS 

• Ability to remain in a stationary position and work at a computer for extended periods, with or without reasonable accommodation. 

• Ability to perform computer-based data entry and related office tasks, with or without reasonable accommodation. 

• Ability to communicate by phone, video meeting, email and in person throughout the workday, with or without reasonable accommodation. 

WORK ENVIRONMENT AND SCHEDULE 

• Primarily office-based at Stevens Transport headquarters in Dallas, Texas. 

• Employees must be able to work the published schedule for the position. The standard daily schedule and any weekend, on-call or after-hours rotation must be finalized before posting and communicated during the recruiting process. 

• The role may provide coverage for different customer accounts or teams based on operational need. 

BENEFITS 

Medical, vi

sion, dental, supplemental and life insurance options are available, along with a 401(k) retirement plan and company match, subject to plan terms and eligibility requirements. 

EQUAL EMPLOYMENT OPPORTUNITY 

Stevens Transport is an equal opportunity employer. Employment decisions are based on job-related qualifications, business needs and individual merit, without regard to any status protected by applicable law. Reasonable accommodations may be provided during the application process and employment to enable qualified individuals with disabilities to perform the essential functions of the position, consistent with applicable law. 

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Education:

In compliance with Federal and State equal employment opportunity laws, qualified candidates are considered for all positions without regard to race, color, religion, sex, national origin, age, marital status, veteran status, non-job-related disability, or any other protected group status.