Customer Service Agent, Warehouse

Duties and Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, or in-person visits.
• Provide accurate information regarding order status, inventory availability, and shipping schedules.
• Investigate and resolve customer complaints, concerns, and discrepancies in a timely manner.
• Collaborate with internal teams to address customer issues effectively.
• Aid customers with placing orders, tracking shipments, and processing returns or exchanges.
• Ensure orders are accurately entered into the system and fulfilled according to customer specifications.
• Maintain accurate records of customer interactions, transactions, and inquiries.
• Generate reports and summaries as needed to track customer service metrics and performance.
• Identify root causes of customer issues and implement solutions to prevent recurrence.
• Proactively address potential problems to ensure a seamless customer experience.
• Develop a deep understanding of DSV's warehouse services, capabilities, and offerings.
• Educate customers on product features, benefits, and value propositions.
• Collaborate with warehouse operations, logistics, and sales teams to coordinate customer orders and requests.
• Communicate customer feedback and insights to relevant stakeholders for continuous improvement.
• Solicit feedback from customers and implement enhancements to improve overall satisfaction.

Qualifications

• Some college coursework or a degree in business administration, logistics, or a related field is preferred.
• 2-3 years of experience in customer service roles, preferably in the transportation, logistics, or warehousing industry.
• Experience with warehouse management systems (WMS) or customer relationship management (CRM) software is advantageous.
• Strong interpersonal and communication skills, both verbal and written.
• Ability to multitask, prioritize tasks, and manage time effectively in a fast-paced environment.
• Problem-solving and conflict resolution skills.
• Attention to detail and accuracy in data entry and record-keeping.
• Familiarity with Microsoft Office suite (Word, Excel, Outlook).

Preferred Qualifications

• Experience in warehouse or logistics operations.
• Knowledge of transportation and supply chain management concepts.
• Certification or training in customer service or related areas.

Language Skills

Fluent in English (oral and written)

Computer Literacy

• Proficient in using computer systems, including warehouse management systems (WMS) and customer relationship management (CRM) software.
• Familiarity with Microsoft Office suite and other business software applications.