Customer service representative

Midwest Refrigerated Services is a full-service 3PL company providing refrigerated logistics services for the food industry. Based in Milwaukee, WI, we operate the largest fresh 48 state LTL consolidation pool with more than 100+ trucks, and offer multiple sites with cooler, and air-conditioned storage, distribution, and cross-docking services. We operate refrigerated and non-refrigerated warehouses for storage needs but also Value-Added Services such as specialty packing, kitting, and fulfillment needs. We work with some of the household names that your family puts on the dinner table every night. It’s an important job, one that makes a difference in your community. This is the first step in launching your career with a family-run company that cares about you, your family, and your success. We encourage our employees to learn and grow with us, while enjoying the friendly culture and great benefits that come with the MRS experience.

General Position Overview:

The Customer Service Representative (CSR) plays a key role in supporting our customers through proactive communication, accurate order management, and dependable service. This position ensures timely handling of quotes and orders while collaborating closely with Customer Account Managers, Outside Sales, and the broader Logistics Team to deliver consistent, reliable results. The CSR is expected to demonstrate professionalism and provide support that reflect our commitment to “support our customers with the highest quality food and cold chain logistics services.” By upholding our Midwest Values of Modesty, Integrity, Dependability, Work Ethic, Efficiency, Safety, and Trust, the CSR helps drive customer satisfaction and support the overall growth of the business.

At Midwest Refrigerated Services, we are driven by our Midwest Values of:

• Modesty
• Integrity
• Dependability
• Work Ethic
• Efficiency
• Safety
• Trust

It is the expectation that all employees exemplify these values.

General Accountabilities include:

• Maintain regular, proactive communication with existing customers
• Respond to inbound quote requests from the Customer Service inbox
• Provide support to Customer Account Management (CAM) team with servicing customers
• Work collaboratively with both CAM’s, Outside Sales, and others in the Logistics team
• Prepare customer reports under the direction of CAM team
• Accurately enter orders into Company systems and verify information for timeliness and accuracy
• Deliver professional, customer-focused service with strong sense of responsibility
• Escalate issues appropriately when beyond scope of authority
• Maintain regular and reliable attendance, following company attendance policies
• Follow company policies, procedures, and compliance standards
• Participate in training and development activities as assigned, and company and/or team meetings
• Identify and share opportunities to improve processes and communication

Skills Required:

• Takes responsibility for completing tasks accurately and on time
• Clear communication skills, both written and verbal, with customers, peers and leadership
• Proficiency with technical systems and ability to adapt to new tools
• Customer service skills including ability to Hear, Empathize, Apologize, and Take action (HEAT)

Prerequisites:

• 1-3 years of customer service experience required (logistics/transportation preferred)
• Proficiency in typing and navigating common business systems (Email, Microsoft tools, McLeod)
• Ability to quickly learn new processes and problem-solve in a fast-paced environment
• Demonstrate positivity and willingness to contribute to team success

Performance Measurements:

• Responsiveness to customer inquiries
• Customer satisfaction feedback
• Consistent and reliable attendance
• Adherence to company policies, procedures, and compliance standards
• Timeliness and accuracy of order entry and updates
• Willingness to assist and collaborate with team members

Benefits and Perks:

MRS benefit offerings include medical, dental, vision, Flex Spending Account, Dependent Care Flex Spending Account available the 1st of the month following 30 days of hire. Additional benefits available 1st of the month following 60 days of hire include Critical Illness, Identity Theft, Accident, Hospital Indemnity, company paid life insurance, company paid short-term disability, company paid long term disability and 401K plan with company match. Our employees also enjoy Paid Time Off (PTO), Holiday Pay (with 2 Floating Holidays), Referral Bonuses, and access to the EAP program. Our benefits provide employees the flexibility to choose the type of coverage that meets their needs.

We encourage Veterans to apply. Each applicant will be required to pass all pre-employment testing. We thank all applicants in advance for their interest; however, only those applicants who are being considered for an interview, or are currently employed by MRS, will be contacted.

Midwest Refrigerated Services, Inc. is an Equal Opportunity Employer and a drug-free workplace.

Monday - Friday, 40 hours per week