Freight Quote & Customer Service Representative (Full-Time)
RSL logisticsAbout RSL Logistics RSL Logistics is a regional freight and courier carrier based in the Charlotte, NC area, with a warehouse near CLT Airport. We serve lanes across Virginia, North Carolina, South Carolina, Georgia, Florida, and Tennessee. As our quoting business continues to grow, we are adding a dedicated full-time team member to help keep pace with customer demand. Position Summary The Freight Quote & Customer Service Representative is a core member of RSL's quote desk. You will respond to quote requests received through our quote inboxes, convert accepted quotes into live shipments, and provide customer service by email and phone. Your shift begins after the quote desk is already open for the day, so you will take over open quotes, follow-ups, and customer requests from the morning team. You will also be responsible for closing out the day when the quote line shuts down at 8:00 PM. This position reports to the Freight Operations Manager. The daytime portion of the shift is worked on-site, as the role requires answering the phone at our location, while the evening portion is worked remotely. RSL provides a laptop, monitor, mouse, mouse pad, and company cell phone. Speed and accuracy are essential: every quote request must be answered within 20 minutes of receipt during business hours. Key ResponsibilitiesQuoting Monitor both quote email inboxes and respond to every request within 20 minutes during business hours. During remote evening hours, respond promptly to all incoming quote requests and customer replies. Prepare accurate freight and courier quotes using RSL's rate sheets, lane pricing, and pricing guidelines. Gather any missing shipment details, including pickup and delivery locations, weight, dimensions, freight type, timing, and special handling requirements, before preparing a quote. Escalate quotes that fall outside standard pricing or margin guidelines to a manager before sending. Follow up on quotes that were not accepted to better understand the customer's decision and communicate our interest in working with them in the future. Maintain an accurate log of quotes sent, response times, and outcomes. Converting Quotes to Live Shipments Convert accepted quotes into live shipments and enter all shipment details accurately. Confirm pickup and delivery information with customers and coordinate with operations and dispatch. Communicate shipment status and respond to customer requests or updates regarding active loads. Customer Service Respond to customer emails, including replies related to existing quotes and active shipments. Answer incoming phone calls and route them to the appropriate team member when necessary. Capture complete and accurate information so customer requests and operational details are not missed. Maintain a professional, helpful, and responsive tone with shippers, brokers, customers, and business partners. Team Coordination Coordinate with the rest of the quote desk regarding open quotes and pending customer replies. Review open quotes and outstanding requests at the beginning of your shift and identify anything requiring urgent attention. Close out the day by providing a clear summary of open quotes, pending replies, and urgent items for the morning team. Serve as backup for the full quoting process when another team member is unavailable. Help identify opportunities to improve quoting speed, templates, workflow, and the overall quote-to-shipment process as volume grows. QualificationsRequired Strong written communication skills with the ability to write clear, professional emails quickly. Comfortable working in a fast-paced, response-driven environment with firm turnaround expectations. Strong attention to detail when working with numbers, addresses, weights, dimensions, dates, and shipment information. Reliable and consistent attendance during scheduled hours. Must remain available and responsive by phone, chat, video, text, and email throughout the scheduled shift so customers, dispatch, and …