Customer Service Rep

About the Role

This position involves addressing customer inventory inquiries, managing shipments, resolving service issues, and supporting administrative tasks in a fast-paced environment. Punctuality and regular attendance are mandatory.

Responsibilities

• Immediately address and resolve customer inventory inquiries or day-to-day issues.
• Run a Schedule to Ship report to ensure all bill of ladings from the previous day are received and invoiced in AX.
• Scan bill of ladings from the previous day to customers and notify them of any missed or rescheduled appointments.
• Maintain adjustment logs, export logs, and customer files.
• Resolve service problems by clarifying customer issues, determining the cause, selecting solutions, expediting corrections, and following up to ensure resolution.
• Arrange appointments for incoming deliveries.
• Produce reports for customers as requested, report inconsistencies or damaged products, and assist with resolution.
• Invoice customers as contracted (monthly and on an “as needed” basis).
• Communicate projects and work orders to the Production Manager.
• Maintain deadlines for projects and track progress with the Production team.
• Complete monthly billing.
• Ensure all materials are obtained to complete projects on time.
• Answer phone by the second ring and return messages within 2 hours.
• Fax or email bill of ladings to contacts for all shipments.
• Order and keep track of supplies.
• Process Federal Express and UPS shipments.
• Respond to emails in a timely manner.
• Cross-train to provide support for other CSRs and administrative staff as needed.
• Perform other duties and assignments as requested by management.

Requirements

• High School diploma or equivalent work experience.
• 2–3 years of experience in customer service; warehouse industry preferred.
• Basic knowledge of accounting (on-the-job training or degree).
• Ability to tactfully handle confidential material and information.
• Fluent communication in English.
• Proficiency in MS Office (Excel, Word, and Outlook).
• Knowledge of office procedures, including maintaining files and attention to detail.
• Active driver’s license.

Skills

• Experience processing shipments through customs.
• Ability to multitask, set priorities, and meet deadlines in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team.
• Superior customer service and quality focus.
• Good documentation skills.
• Problem-solving and conflict resolution abilities.
• Professional phone and listening skills.
• Effective written and verbal communication.
• Analytical skills.

Benefits

• 100% employer-paid medical, vision, and dental coverage.
• 401k with company match.
• Additional benefits available.

Working Conditions

Primarily work is performed in a temperature-controlled office environment with minimal exposure to cold, heat, chemicals, or fumes. Occasional outdoor work to check inventory or customer orders. Occasional travel by car or plane to other company locations.

Equipment Used

• General office equipment: computer, phone, keyboard, mouse, copier, scanner, postage machines, metal file cabinets, and desk accessories.

Physical Tasks

• Sitting for long periods while using office applications.
• Operating office equipment and maintaining files.
• Occasionally carrying boxes or paperwork up to 50 lbs.
• Essential communication via phone, in person, letters, or email.