Customer Service Agent

About the Role

As a Customer Service Agent at DSV, you will build rapport and trust with clients by delivering exceptional service consistently. You will be responsible for accurate and timely data entry of shipping and receiving information, order processing, and supporting the efficient operation of the site. Associates are expected to meet company objectives in performance, safety, and quality while complying with all corporate and site-specific policies.

Responsibilities

• Process and input all customer orders.
• Run and print shipments from WMS and generate related paperwork for customer work orders.
• Check stock reports for product availability and verify orders for special requests.
• Expedite orders as necessary, trace orders, and notify customers of any activity concerning their merchandise.
• Follow up with other departments to ensure service standards are met.
• Ensure proper invoicing of accounts and handle returned merchandise efficiently.
• Maintain a good working relationship with customers by responding to inquiries and complaints regarding work orders, invoicing, shipments, and inventory management.
• Act as a liaison between the warehouse, customer, and office for administration, invoicing, and credit changes.
• Ensure accuracy of all receiving and shipping documents and maintain data and records relative to shipping and receiving activities.
• Resolve discrepancies and prepare reports concerning customer service as required by supervisors.
• Enter and verify data regarding customer orders, shipments, receipts, physical inventories, and adjustments accurately and timely.
• Oversee all paperwork associated with orders and maintain corresponding files.
• Answer phone calls, operate office machines, and greet customers and visitors.
• Answer incoming telephone calls courteously and route calls appropriately, providing general information as needed.
• Assist drivers at the check-in window throughout the day.
• Cross-train in other administrative functions to support the site and work overtime as dictated by business needs.

Requirements

• High school diploma or general education degree (GED).
• 1 year of experience in a customer service-related capacity.
• Ability to work in unregulated temperatures within the warehouse during warmer and colder months.

Skills

• Intermediate computer skills and proficiency with MS Office Applications and WMS functions.
• Strong English language skills (reading, writing, verbal) and business writing proficiency.
• Intermediate mathematical skills to verify quantities, count inventory, and perform related duties.
• Strong attention to detail and ability to accomplish tasks in a timely manner.
• Ability to perform duties with minimal supervision or guidance and multi-task effectively.
• Effective communication skills and ability to adapt to change in a fast-paced work environment.

Preferred Qualifications

• 1-3 years of warehouse/logistics support experience.
• 2-3 years of experience in a customer service-related capacity.

Physical Demands

• Occasionally: 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.

Work Environment

While performing the duties of this job, the employee is rarely exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.

Pay

For this position, the expected base pay range is $18 – $22 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.

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.