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.