Customer Service Agent

About the role

The Customer Service Agent role at DSV is responsible for building rapport and trust with clients by delivering exceptional service. They are responsible for accurate and timely data entry of shipping and receiving information, order processing, and customer interfacing activities.

Responsibilities

• Customer Service Process and input all customer orders.
• Running and printing shipments from WMS.
• Running stock reports to check for product availability.
• Generating all related paperwork and necessary information required for customer work orders.
• Expediting any order as necessary, tracing orders as required, and notifying customers of any activity concerning their merchandise.
• Following up with other departments to ensure service standards are being met.
• Assuring proper invoicing of accounts by verifying customers as required.
• Handling returned merchandise in an efficient manner and assuring proper credit is given to the customer.
• Maintaining 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.
• Acting as a liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes.
• Ensuring the accuracy of all receiving and shipping documents.
• Gathering and maintaining all data and records relative to shipping and receiving activities.
• Preparing any reports concerning customer service as required by supervisors.
• Aiding in resolving any discrepancies.
• Data Entry: Operating the computer terminal in a proficient manner. Entering and verifying data regarding customer orders, shipments, receipts, physical inventories, adjustments, etc., in an accurate and timely fashion.
• Clerical: Overseeing all paperwork associated with orders and maintaining the corresponding files. Answering phone calls and operating various types of office machines and computers necessary to perform duties. Greeting customers and visitors to the office. Providing effective correspondence with customers as required.
• Communication: Answering incoming telephone calls in a cheerful, courteous, and timely manner. Promptly routing each call to the proper party, taking messages when necessary. Assisting callers with general information and inquiries. Directing visitors to appropriate departments. Assisting drivers at check-in window various times throughout the day.
• Other Duties (Site Specific): Customer Service Agents may be expected to cross-train in other administrative staff functions to support the site and contribute to associate development.
• Work Overtime as dictated by business, whether mandatory or voluntary.

Requirements

Education and/or Experience: A high school diploma or equivalent is required. One year of experience in Customer Service-related capacity is preferred. Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months, which can range from mild to moderate.

Physical Demands: Occasional handling/fingering, sitting frequently, bending constantly, walking and standing. Ability to lift/carry and push/pull 21-50 pounds. Reach above shoulder, reach outward, squat, or kneel. Other physical requirements: Work environment is usually low to moderate noise level.

Qualifications

• Intermediate computer skills.
• Proficient with MS Office applications.
• WMS functions.
• Intermediate level mathematical skills to verify quantities of product, count inventory, or perform other duties associated with handling, storing, and distributing client products.
• Strong attention to detail, accuracy, and ability to accomplish job tasks in a timely manner.
• Ability to perform duties with minimal supervision or guidance.
• Ability to multi-task.
• Effective communication skills.

Skills

• Computer Skills: Intermediate computer skills.
• Language Skills: English (reading, writing, verbal).
• Business Writing Proficiency.
• Mathematical Skills: Intermediate level.
• Attention to Detail: Strong attention to detail.
• Accuracy: Ability to accomplish job tasks in a timely manner.
• Multi-tasking: Ability to perform duties with minimal supervision or guidance.
• Effective Communication: Strong communication skills.

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.

Pay

The expected base pay range for this position is $18.48 – $23.10 per hour. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.

Schedule

Full-time position.