CSR A1

Position Summary

The CSR lead is responsible for building rapport and trust with clients by delivering exceptional service to them consistently. Client Service Representatives are responsible for accurate and timely data entry of shipping and receiving information for single and/or multiple customers. CSR leads are also responsible for accurate and timely order processing to support the efficient operation of the site.

Essential Duties and Responsibilities

• Labor and Training Management:
• Reports inconsistencies or problems to Supervisor or Operations Manager
• Manages order flow to ensure daily requirements are fulfilled
• Captures special warehouse projects
• Keeps key resource for personnel needing assistance
• Responsible for locking and securing the facility as scheduled or required
• Maintains a good working relationship with customers by responding to all inquiries and complaints concerning work-orders, invoices, shipments, inventory counts, etc., in a courteous and efficient manner
• Mentors and trains new and existing associates in specific distribution activities to help achieve established customer demands
• Trains new and existing associates on current Standard Operating Procedures, which includes but is not limited to shipping, receiving, picking, and/or quality control documentation
• Aids in forklift operation and certification for new and existing associates
• Directs the operations of the CSR team to achieve prescribed objectives
• Aids associates and temporary labor in the completion of productivity sheets and accurate capture of production and payroll hours
• Aids Supervisor in maintaining the level of employees consistent with a productive workforce
• Participates in establishing work schedules
• Ensures that the schedules are correctly implemented and that jobs are assigned effectively and completed properly
• Aids Supervisor in ensuring that all associates handle product according to all prescribed quality procedures and guidelines
• Customer Service
• Responds to all requests (internal and external) in a courteous, professional, and timely manner
• Coordinates all inbound and outbound activity for assigned accounts
• Processes and inputs all customer orders
• Runs and prints shipments from WMS
• Runs stock reports to check for product availability
• Generates all related paperwork and necessary information required for customer work orders
• Checks all orders for special requests
• Expedites any order as necessary, traces orders as required, and notifies customers of any activity concerning their merchandise
• Follows up with other departments to ensure the service standards are being met
• Safeguards proper invoicing of accounts by verifying customers as required
• Handles returned merchandise in an efficient manner and ensures proper credit is given to the customer
• Customer Interfacing Activities
• Investigates and communicates client complaints in accordance with established contact, site, and company protocols
• Oversees the shipping and receiving activity for the Customer Service Department
• Maintains a good working relationship with customers by responding to all inquiries and complaints concerning work-orders, invoicing, shipments, inventory management, including any signs of customer dissatisfaction
• Acts as a liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes
• Documentation
• Prepares required activity reports accurately and efficiently for site management
• Researches discrepancies that may occur in the shipping and receiving process
• Documents processing and logistical support encompassing a variety of duties to include data entry, copying, faxing, filing, and labeling
• Assists with any clerical and floor duties management requires
• Ensures the accuracy of all receiving and shipping documents
• Gathers and maintains all data and records relative to shipping and receiving activities
• Affirms that receiving counts match packing lists and purchase orders and that shipping counts match picking documents
• Prepares any reports concerning customer service as required by supervisors
• Affords assistance in resolving any discrepancies
• Data Entry
• Operates the computer terminal in a proficient manner
• Enters and verifies data regarding customer orders, shipments, receipts, physical inventories, adjustments, etc., in an accurate and timely fashion
• Clerical
• Oversees all paperwork associated with orders and maintains the corresponding files
• Answers phone calls and operates various types of office machines and computers necessary to perform duties
• Greet customers and visitors to the office
• Effectively correspond with customers as required
• Communication
• Answers incoming telephone calls in a cheerful, courteous, and timely manner
• Promptly routes each call to the proper party, taking messages when necessary
• Assists callers with general information and inquiries
• Directs visitors to appropriate department
• Affords assistance at check-in window various times throughout the day
• Other Duties (Site Specific)
• Assists in maintaining cleanliness of work environment
• Assists in overseeing warehouse inventories
• May work as part of a team or independently
• Participates in Safety Program, to include but not limited to, Hazardous Communications and Emergency Response programs to ensure a safe work environment for all persons within the facility
• Abides by the company policies and procedures as listed in the Employee Manual or other communicated rules and/or regulations
• CSRs may be expected to cross-train in other administrative staff functions to support the site and contribute to associate development
• Works overtime as dictated by business whether mandatory or voluntary

Supervisory Responsibilities

• None

Minimum Required Qualifications

• Must have a high school diploma or general education degree (GED)
• 1 year experience in Customer Service-related capacity

Preferred Qualifications

• 1 year customer invoicing experience
• 2-3 years customer service experience
• 3-5 years manufacturing or distribution/logistics experience
• 3-5 years basic math computations experience

Skills, Knowledge, and Abilities

• Computer Skills: Intermediate computer skills, Proficient with MS Office Applications, WMS functions
• Language Skills: English (reading, writing, verbal), Business writing proficiency
• Mathematical Skills: Intermediate level to verify quantities of product, count inventory, or perform other duties associated with handling, storing, and distributing client products
• Other: Strong attention to detail, accuracy, and accomplish job tasks in a timely manner, Ability to perform duties with minimal supervision or guidance, Ability to multi-task, Effective communication skills, Must be able to effectively adapt to change and thrive in a stimulating, fast-paced work environment

Benefits

• Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

About the Company

• DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at hr@us.dsv.com. If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. DSV reserves the right to defer or close a vacancy at any time.

Company Culture

• Working at DSV means playing in a different league. As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalize, and build on our achievements.
• We know that the best way to achieve this is by bringing in new talent, fresh perspectives, and ambitious individuals like you.
• At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability, and action. We value inclusivity, embrace different cultures, and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers, and grow your career in a forward-thinking company – this is the place to be.