Job Title: Customer Service Representative – Outbound Coordinator
Position Summary
Our Customer Service Representative (CSR) must be energetic and reliable. This role works directly with the warehouse staff and customers to facilitate on-time receiving and shipping activities. The (CSR) is also responsible for reviewing paperwork for accuracy, maintaining active files for all warehouse and production paperwork, creating production reports, and compiling data for invoicing.
Duties and Responsibilities:
- Facilitates on-time shipping and receiving activities in the following ways:
- Greets customers in a positive and professional manner.
- Ensures all check-in and check-out processes are completed and meet process requirements.
- Communicates with warehouse staff on assignments.
- Tracks activities and escalates as needed to ensure all time commitments are met.
- Communicate with external customers regarding scheduling, load requirements and escalate issues that may impact on-time execution.
- Daily entering of data and compiling/completing time-sensitive reports.
- Check drivers in & out throughout day, print BOL’s and outbound details, using the WMS.
- Obtain shipper’s releases number, destination, and trailer number.
- Engages with customers to increase customer survey participation, understand detractors that result in poor ratings, and takes active measures to improve customer service.
- Creating and maintaining schedules for all outbound loads.
- Calling down trucks to assigned doors.
- Inventory back up as needed.
- Provides additional administrative support in the following ways:
- Manage phone calls and correspondence (e-mails, letters, packages etc.).
- Assisting with inquiries and problem resolution.
- Prepare production reports by collecting data and performing data entry tasks.
- Compiles data required for weekly and monthly invoicing.
- Filing paperwork and maintaining records accuracy.
- Works closely with supervisors and management in assisting with other tasks as assigned.
Job Requirements
Education and Experience: The requirements listed below are representative of the knowledge, skill, and/or ability required.
High school diploma or general education degree (GED) required.
2 years of customer service experience.
Working knowledge of Microsoft Office.
Strong computer skills.
Ability to enter data into a computer quickly and accurately.
Working knowledge of Office 365 and AS400 a plus.
Essential Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactory. 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.
Solid communication skills and attention to detail.
Ability to work effectively with all levels of the organization.
Strong customer service orientation, ensuring needs and deadlines are met in a timely fashion.
Demonstrate a positive, proactive and motivated attitude with ability to be cross trained on different jobs.
Proven focus on continuous improvement in the workplace.
Ability to adapt to change in a fast-paced organization.
Proven problem solver anticipates challenges and is both responsive and resourceful.
Ability to handle frequent interruptions and switch between tasks and projects without losing productivity.
Willingness to work overtime when needed.
Punctuality and regular attendance are mandatory.
Language Skills:
Ability to read, write and speak English proficiently is required.
Spanish is preferred (required in some markets).
Physical Demands: The physical demands describe 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 function.
While performing the duties of this job, the employee is regularly required to talk or hear.
This position may be required to stand, walk, sit, use hands to feel; reach with hand and arms, and stoop, kneel or crouch as needed.
Specific vision requirements include the ability to see at close range, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Ability to lift, push or pull 25 pounds with or without reasonable assistance is required.
Work Environment:
The position operates in a warehouse environment with exposure to cold and heat.
This position routinely uses office equipment such as computers, phones, photocopiers, file cabinets, and fax machines.
Our workplace is a drug-free work environment.
I have read and understand this explanation and job description.
Equal Employment Opportunity (EEO) Statement
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, or genetic information. All qualified applicants will receive consideration for employment without regard to these protected characteristics.
