Customer Service Rep

• Job Title: Packaging Dock CSR
• Grade: 3
• Reports To: Warehouse Supervisor
• Working Conditions: Combination of office and warehouse dock environment with exposure to fluctuating temperature. Requires standing, walking, and movement. Occasional light lifting.
• FLSA: Non-Exempt
• Direct Reports: N/A

Position Summary:

The Packaging Dock CSR coordinates dock operations by scheduling appointments, managing driver check-in/out, and handling shipping and receiving documentation. This role ensures smooth communication between drivers, warehouse personnel, and internal systems while actively moving around the dock to carry out essential tasks.

Duties and Responsibilities:

Essential Functions:

1. Coordinate Dock Appointments – Schedule inbound and outbound shipments to maximize efficiency and minimize delays.
2. Manage Driver Check-In/Out – Accurately track driver arrivals and departures, ensuring all necessary documentation is completed and is accurately reflected in ERP/WMS system and Dock Management software.
3. Prepare Shipping & Receiving Documentation – Generate bills of lading, shipping orders, and other required paperwork along with the Tallying of inbound loads.
4. Coordinate with Forklift (MHO) Team – Communicate effectively with material handlers to ensure timely and accurate loading/unloading.
5. Utilize Dock Management Software – Maintain shipment records and track dock operations using designated systems.
6. Facilitate Communication – Function as a point of contact for carriers and customers, addressing inquiries related to dock schedules and shipment statuses.
7. Resolve Operational Issues – Identify and escalate scheduling conflicts, missing documentation, or process inefficiencies as needed.

Marginal Functions:

1. Support training for new team members on dock coordination procedures.
2. Assist with process improvements to enhance dock workflow.
3. Maintain a clean and safe work environment.
4. Occasional light lifting.

Job Specifications:

Education & Experience:

• High school diploma or GED required.
• Experience in logistics, shipping/receiving, or warehouse coordination preferred.
• Familiarity with dock scheduling software is beneficial.

Skills & Abilities:

• Strong organizational and time management skills.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office applications (Excel, Outlook, Word, Teams).
• Basic Knowledge of Warehouse Management Systems
• Ability to multitask and work effectively in a fast-paced environment.
• Problem-solving mindset with keen attention to detail.
• Customer-focused approach with strong teamwork abilities.