General Summary:
The Customer Service Representative is the liaison between the Company and the client; works directly with client(s) and shipping/delivery entities/departments to ensure shipments/deliveries are properly entered, scheduled, tracked and delivered to the Customer's requirements and satisfaction. This position requires the use of independent judgment and decision-making with respect to coordination of shipping arrangements which are key to the success of the Company.
Essential Duties and Responsibilities:
Specific duties may vary depending upon location/business scope.
- Works directly with the client and represents the Company to ensure client requirements are met.
- Processes customer orders, work orders, shipping orders and/or requisitions to determine items to be moved, gathered, distributed and/or shipped.
- Schedules pick-up or delivery with appropriate carrier; provides concise instructions as to location, required date/time, etc.
- Manages account and client relationships.
- Responsible for managing costs within client transactions.
- Enters instructions into system and ensures paperwork is received by the proper individual in order to track progress of shipment/delivery.
- Communicates with shipping/delivery agents to answer questions, ensure proper handling and packing/unpacking of inventory and confirm required shipping/delivery instructions.
- Conducts site inspection/preparation (usually via phone).
- Negotiates rates, within specified guidelines, with carriers and agents as necessary.
- Resolves issues, such as damaged or lost items and delayed shipments; exercises good logistics judgment to avoid such issues.
- Verifies documents prior to processing for payment to ensure correct pricing/billing.
- Follows up with all involved parties until shipment/delivery is completed; is accountable for each shipment/delivery assigned.
- Works with management to provide various client-specific or various departmental process requirements, such as inspections, cycle counts, Warehouse Management System (WMS) updates/configurations, etc.
- Properly prepares client House Waybills (HAWBs) for rating.
- Other special projects or duties as assigned by management.
Supervisory Responsibilities:
Qualifications:
- Ability to acquire TSA certification (where required).
- Outstanding customer service skills; ability to establish and maintain effective relationship with both customers and associates.
- Strong attention to detail; thorough with follow-up and follow-through; excellent problem-solving and time management skills.
- Ability to multi-task and prioritize; self-starter/self-motivated; ability to work with minimal direct supervision.
- Ability to tolerate periods of stress and adhere to deadlines.
Education and/or Experience:
- High School diploma or equivalent; Associate's degree in business, logistics or a related field a plus.
- A minimum of one (1) year of experience in an office environment with an emphasis on customer service and support.
- An equivalent combination of education and experience.
Language Skills:
- Excellent interpersonal and communication (oral and written) skills.
- Ability to communicate clearly and concisely in English, both orally and in writing, to all levels.
Computer Skills:
- Proficiency with Microsoft Office, especially Word, Excel and Outlook.
- Ability to quickly learn new programs/systems.
Physical Demands:
- Sitting eight (8) hours or more per day; standing and/or walking two (2) hours or more per day.
- Up to eight (8) or more hours per day doing computer work.
- Ability to lift up to 25 pounds.
- Ability to bend, reach and stoop; ability to move about the facility.
- Appropriate safety gear must be worn as needed.
- Noise level can be moderate due to multiple conversations in close proximity and/or warehouse noises.
Work Environment:
- Office-based environment with occasional warehouse environment.
Travel Requirements:
- Occasional travel as needed, including between local sites where applicable.