Customer Service Coordinator, Rockford, IL

Landstar Transportation Logistics, 1000 Simpson Rd, Rockford, Illinois, United States of America Req #2286
Tuesday, November 15, 2022

HOURS: 8am - 5pm M-F

Excellent benefits package including 2 weeks vacation after 90 days and another 2 weeks vacation after 1 year of employment, medical and dental insurance, flex time, 8 paid holidays per year and 401K!



The Customer Service Coordinator is the first-line of support and issue resolution for high priority and critical operational issues. In this position you will provide ongoing guidance and education to independent sales agents, truck capacity and customers. You will provide support when they call or email Landstar with operational issues. An effective team member is flexible & knows the value of adjusting approach based on various conditions or circumstances in a high-paced environment. You will also utilize independent thinking and problem-solving skills to complete thorough investigations to bring issues to a final resolution in a timely manner.

Essential Responsibilities include the following. Other duties may be assigned.

  • Effectively manage inbound and outbound call and email queue, to drive timely issue resolution
  • Accurately complete LSIR (Landstar Service Incident Report) on all qualifying service issues.
  • Mediate service disputes involving agents, capacity and customers following established processes.
  • Investigate issues to determine root cause.
  • Counsel, educate and advise Landstar agents and capacity on best practices for operations.
  • Administer corrective action when warranted for service issues including service failures up to termination.
  • Administer settlement adjustments as required.
  • Approve and issue company funds, as needed.
  • Assist as needed with loads crossing US/Canadian border, in-bond shipments and to ensure compliance with Customs Border Patrol.
  • Achieve S.M.A.R.T. goals set forth by management.
  • Support special projects as requested.
  • Work Saturdays and holidays as scheduled and overtime as required.
  • Occasional travel as required.
  • Must perform duties to the standards of the job description and comply with the company’s policies, practices, and procedures.


To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Required Skills

Basic geographical knowledge of North America.

Excellent verbal and written communication skills.

Strong interpersonal skills.

Strong organizational and time management skills

Ability to work in a fast-paced, constantly changing environment.

Experience handling high volume calls while multi-tasking.

Strong researching, negotiating and decision making skills.

Working knowledge of Microsoft Word and Excel.

Good typing skills, 35+ WPM.

Ability to work in a stressful environment.

Desirable Soft Skills

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.

Ability to deal with problems involving several concrete variables in standardized situations.

Ability to evaluate a situation in a logical manner, applying creative and abstract thinking to process information for resolution.

Education and/or Experience

High school diploma or general education degree (GED).

Previous customer service experience in a similar position

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Ability to read, write and speak English.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, and percent.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is
occasionally required to stand and walk; and lift or move up to 25 pounds.
Specific vision requirements for this job include close vision, color vision, and ability to adjust focus.

Ability to sit at workstation for 8 hour shift and perform extensive computer and telephone work.

Work Environment  

The work environment characteristics described here are representative of those an employee
encounters while performing the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Landstar is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or any other characteristic protected by federal, state or local laws. Landstar will provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should send an e-mail to


Privacy Policy

Landstar uses application information only for employment related purposes, including background investigations and regulatory compliance. Landstar will not disclose the information to any other person or entity, unless compelled by force of law. Landstar stores your application information on computers operated by Ceridian. This on-line application software is provided by Ceridian under an agreement which specifies that Ceridian will not disclose or make any use of application information stored on its secure servers.

Other details

  • Pay Type Hourly
Location on Google Maps
  • Landstar Transportation Logistics, 1000 Simpson Rd, Rockford, Illinois, United States of America