A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
Client ServicesJoin the PAK The Visual Pak Companies are aligned with many of the largest consumer product companies in the household, personal care, automotive and food product industries. 30 years of consistent growth with no end in sight is a testament to our best-in-class workforce as the foundation for our collective success. The Visual Pak is looking for innovative and dedicated achievers who are encouraged to keep a healthy work/life balance to join our team.
Position Title:
Customer Service Rep (Third Party Logistics) Reporting into
Title:
Senior Warehouse Operations Manager Position Purpose/Summary:
CSR (3PL) is responsible for processing orders to the distribution floor for accurate and timely routing/shipping. Overall job will focus on shipping orders within customer's requirements. Candidate will have prior customer service experience in a busy logistics/shipping warehouse environment; will be highly organized with an ability to handle multiple tasks; and will have the ability to establish a great relationship with our customer's over the phone, email and/or chat. Direct Reports None Position Responsibilities-Tasks-Deliverables An individual must be able to satisfactorily perform each essential duty listed below. The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions. All duties as assigned and the following specific activities: Monitor, process, and ensure that all orders are processed accurately and in a timely manner. Responsible for routing and scheduling daily pick-ups and printing of Bills of Lading for carrier loads. Ensure that the routing and scheduling of carriers is in compliance with customers routing/vendor standards to reduce department related chargebacks. Work closely with distribution center floor to ensure shipments are dock confirmed. Work jointly with support teams to solve any problems with orders. Perform all other duties as directed by the WH Administrative Manager. Key Performance Indicators (KPIs) Customer email response time within 1 hour upon receipt of email. Customer problem resolution within 24 hours. Order entry for non EDI orders completed by 2pm on day of receipt of orders. Order changes completed within 2 hours of change request.
Benefits:
Health Insurance Dental Insurance Vision Insurance Life & AD&D Insurance 401(k) 401(k) match Pet Insurance Paid time-off Paid holidays Tuition reimbursement
Flexible Spending Account Dependent Care Subsidy Childcare Resources Commuter Benefits Employee Assistance Program Disability Insurance Employee Discounts QualificationsKnowledge-Skills-Abilities Education:
High School Diploma or equivalent
Experience :
2 years prior experience working in a CSR role in Logistics/Shipping/Distribution Center or detail oriented, customer service driven, office environment. Customer Service experience within 3PL environment preferred A working knowledge of shipping documents is preferred; (ie: bills of lading, packing slips, and manifests). Strong decision-making and organizational skills are required. Hard working, self-starter and problem solver. Must be detailed oriented and able to handle multiple tasks simultaneously.
Technology/Software :
Basic-Intermediate understanding of MS office (Excel, Word, PowerPoint, email) Working knowledge of warehouse management systems, e.g. Navision, SAP, AS400
Communication:
Strong verbal and written skills with the ability to communicate effectively and tactfully with customers, team, transportation carriers, management and other departments. Must be able to professionally communicate via phone, email or chat
Physical Capabilities:
Strength N/A Movement:
This position may include sitting for long periods of time. Some standing or walking may be required.
Hearing :
This position will work in an office/warehouse environment so you must be able to tolerate a quiet working area or warehouse noise such as forklift traffic or truck noise.
Vision:
This position will require you to spend an extended amount of time on a computer reading emails, spreadsheets and working in a database.
MISCELLANEOUS
Travel:
Less than 5% Vehicle (own): Must have reliable transportation. Tools (own): N/A Technology (own) N/A Visual Pak Companies is an Equal Opportunity Employer. Visual Pak does not discriminate on the basis of race, color, religion, marital status, age, national origin, disability, medical condition, pregnancy, gender (orientation or identification), sexual orientation, veteran status, or any other basis covered by federal, state, or local laws. All employment decisions are based on qualifications, merit, skills, individual performance, and business needs.
Qualifications:
Knowledge-Skills-Abilities Education:
High School Diploma or equivalent
Experience :
2 years prior experience working in a CSR role in Logistics/Shipping/Distribution Center or detail oriented, customer service driven, office environment. Customer Service experience within 3PL environment preferred A working knowledge of shipping documents is preferred; (ie: bills of lading, packing slips, and manifests). Strong decision-making and organizational skills are required. Hard working, self-starter and problem solver. Must be detailed oriented and able to handle multiple tasks simultaneously.
Technology/Software :
Basic-Intermediate understanding of MS office (Excel, Word, PowerPoint, email) Working knowledge of warehouse management systems, e.g. Navision, SAP, AS400
Communication:
Strong verbal and written skills with the ability to communicate effectively and tactfully with customers, team, transportation carriers, management and other departments. Must be able to professionally communicate via phone, email or chat
Physical Capabilities:
Strength N/A Movement:
This position may include sitting for long periods of time. Some standing or walking may be required.
Hearing :
This position will work in an office/warehouse environment so you must be able to tolerate a quiet working area or warehouse noise such as forklift traffic or truck noise.
Vision:
This position will require you to spend an extended amount of time on a computer reading emails, spreadsheets and working in a database.
MISCELLANEOUS
Travel:
Less than 5% Vehicle (own): Must have reliable transportation. Tools (own): N/A Technology (own) N/A Visual Pak Companies is an Equal Opportunity Employer. Visual Pak does not discriminate on the basis of race, color, religion, marital status, age, national origin, disability, medical condition, pregnancy, gender (orientation or identification), sexual orientation, veteran status, or any other basis covered by federal, state, or local laws. All employment decisions are based on qualifications, merit, skills, individual performance, and business needs.
