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Amanda Brooks
Intermodal Customer Service
Summary
Highly motivated and results-oriented Intermodal Customer Service professional with over 5 years of experience in managing intermodal operations and providing exceptional customer service. Proven ability to optimize routing and scheduling, negotiate favorable rates, and streamline invoice processing. Possesses strong knowledge of intermodal operations, railroad operations, trucking operations, ocean shipping operations, and airfreight operations. Consistently exceeds performance targets and receives top ratings in customer satisfaction surveys.
Education
Bachelor’s degree in Supply Chain Management or a related field
December 2016
Skills
- Intermodal Operations
- Railroad Operations
- Trucking Operations
- Ocean Shipping Operations
- Airfreight Operations
- Customer Service
Work Experience
Intermodal Customer Service
- Streamlined invoice processing by 30% through automation and digitization.
- Provided exceptional customer support, resolving over 200 inquiries per week with an average response time of under 5 minutes.
- Trained and mentored new customer service representatives, ensuring compliance with industry best practices.
- Consistently exceeded performance targets, receiving top ratings in customer satisfaction surveys.
Intermodal Customer Service
- Proactively managed intermodal operations for 50+ customers, resulting in a 25% reduction in customer wait times.
- Collaborated with transportation providers to optimize routing and scheduling, reducing transit times by 10%.
- Developed and implemented a comprehensive customer service process, leading to a 90% increase in customer satisfaction.
- Negotiated and secured favorable rates with carriers, saving the company over $500,000 annually.
Accomplishments
- Improved customer satisfaction by 15% through implementing a proactive outreach program.
- Streamlined customer onboarding process, resulting in a 20% reduction in turnaround time.
- Developed and implemented a training program that enhanced team knowledge of industry regulations.
- Reduced customer complaints by 30% through effective problem resolution and proactive followup.
- Collaborated with other departments to improve intermodal operations, leading to a 10% increase in efficiency.
Awards
- Awarded Employee of the Quarter for consistently exceeding customer satisfaction targets.
- Recognized for outstanding achievement in resolving complex customer inquiries.
- Awarded Top Performer for consistently delivering exceptional customer service.
- Recognized for exceptional communication skills and ability to build strong customer relationships.
Certificates
- Certified Intermodal Manager (CIM)
- Intermodal Safety Inspector (ISI)
- Transportation Security Administration (TSA) Certified Cargo Inspector
- Customs Trade Partnership Against Terrorism (C-TPAT) Certified
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How To Write Resume For Intermodal Customer Service
- Highlight your experience in managing intermodal operations and your ability to optimize routing and scheduling.
- Showcase your strong customer service skills and your ability to resolve inquiries quickly and effectively.
- Demonstrate your knowledge of intermodal operations and your ability to negotiate favorable rates with carriers.
- Include quantifiable results in your resume, such as the reduction in customer wait times or the increase in customer satisfaction.
- Proofread your resume carefully and ensure that it is error-free.
Essential Experience Highlights for a Strong Intermodal Customer Service Resume
- Manage intermodal operations for a portfolio of customers, including order entry, tracking, and billing
- Collaborate with transportation providers to optimize routing and scheduling, ensuring timely and cost-efficient delivery
- Develop and implement customer service processes to enhance the customer experience and resolve inquiries promptly
- Negotiate and secure favorable rates with carriers, reducing transportation costs and improving profitability
- Streamline invoice processing through automation and digitization, improving accuracy and efficiency
- Provide exceptional customer support, resolving inquiries quickly and effectively, and maintaining high levels of customer satisfaction
- Train and mentor new customer service representatives, ensuring compliance with industry best practices and company standards
Frequently Asked Questions (FAQ’s) For Intermodal Customer Service
What is intermodal customer service?
Intermodal customer service is the management of the movement of goods between different modes of transportation, such as rail, truck, ocean, and air. Intermodal customer service representatives work with customers to plan and coordinate the movement of their goods, and they also provide customer support and resolve any issues that may arise during the shipping process.
What are the key responsibilities of an intermodal customer service representative?
The key responsibilities of an intermodal customer service representative include: managing intermodal operations, collaborating with transportation providers, developing and implementing customer service processes, negotiating and securing favorable rates with carriers, streamlining invoice processing, providing exceptional customer support, and training and mentoring new customer service representatives.
What are the qualifications for an intermodal customer service representative?
The qualifications for an intermodal customer service representative typically include a high school diploma or equivalent, experience in customer service, and knowledge of intermodal operations. Some employers may also require a bachelor’s degree in supply chain management or a related field.
What are the benefits of working as an intermodal customer service representative?
The benefits of working as an intermodal customer service representative include: the opportunity to work in a fast-paced and dynamic environment, the opportunity to learn about the intermodal shipping industry, and the opportunity to help customers move their goods efficiently and cost-effectively.
What are the challenges of working as an intermodal customer service representative?
The challenges of working as an intermodal customer service representative include: dealing with demanding customers, working under pressure, and resolving complex problems.
What is the job outlook for intermodal customer service representatives?
The job outlook for intermodal customer service representatives is expected to be good over the next few years. This is due to the increasing demand for intermodal transportation services.
What are the career advancement opportunities for intermodal customer service representatives?
The career advancement opportunities for intermodal customer service representatives include: promotion to supervisor or manager, promotion to a position in sales or marketing, or promotion to a position in operations.