Customer Service Representative

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:

• None.

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.