Customer Service Representative - 1st Shift - 6am to 2:30pm, Mon - Fri

Values and Business Practices

• Customer First – Deliver on promises with a positive attitude.
• Treat everyone with respect and dignity.
• Operate with high business ethics.
• Be a good corporate citizen.
• Value professional relationships.
• Strive for a Continuous Improvement Culture.
• Commit to employee and equipment safety.

Company Expectations

• Perform in a way that ensures long-term success.

Flexibility

• Work the hours needed to support business goals (including overtime, weekends, and holidays).
• Remain open-minded and adaptable to various tasks.
• Plan and schedule time off in advance with supervisor or manager.
• Avoid unscheduled days off which can affect attendance.

Reliability

• Punctual and prepared for work.
• Complete work promptly, accurately, and consistently.

Attitude

• Maintain a “Whatever it Takes” attitude.
• Leverage company values and inspire others.

Willingness to Learn

• Show interest in learning new tasks.
• Adapt to changing job task requirements.

Initiative

• Seek additional work when tasks are completed.
• Go beyond required tasks.
• Participate in pre-shift meetings and department meetings.
• Display pride in work area by maintaining daily housekeeping.
• Assist in all areas and processes as needed.

Quality of Work

• Maintain high standards despite deadlines.
• Produce accurate, thorough, and professional work.
• Follow “Only Handle It Once” (OHIO) principle.

Follows Directions

• Follow all written and verbal instructions.

Communication

• Share information professionally and factually.
• Report issues to manager/supervisor.

Appearance

• Maintain appropriate appearance and follow dress code guidelines.

Safety

• Follow all rules, guidelines, and practices.
• Inform supervisor/manager of unsafe conduct or conditions.

Position Competency

• Coordinate, problem solve, and communicate workflow with customers, colleagues, and external carriers.
• Use intermediate computer skills including Microsoft Office, WMS, document scanning, copying, and basic office tasks.
• Have proficient and accurate data entry skills.
• Must be able to sit for extended periods.
• Must be able to twist, squat, and reach above shoulder level.

Productivity

• Notify manager/supervisor if trailers are not being unloaded and loaded within the designated timeframe.
• Enter and complete all inbound and outbound orders and extra billing by the end of the work shift.
• Review open receipts and orders daily and communicate any issues to your manager.
• Assign trailers to designated dock doors to ensure efficient warehouse flow.
• Follow Standard Operating Procedures (SOP) and specific customer work instructions.

Safety

• Follow established Dock Safety Policy.
• Follow safety and security policies and SOPs.
• Follow established Visitor Policy.
• Follow Inbound Trailer Security and Outbound Trailer Security SOP.

Quality

• Affirm all system entries are accurately entered.
• Follow Standard Operating Procedures (SOP) and specific customer work instructions.
• All outbound orders must be accompanied by a Bill of Lading or blue outbound form, including transfers.
• Complete a dock trailer check as directed by your manager to verify any drop trailers and update door log chart.
• Ensure lift operators have completed all inbound and outbound paperwork correctly. Transfer handwritten notes to the original Bill of Lading paperwork prior to releasing the driver (shortages, overages, damages, etc.).

Initiative

• Knowledge of multiple accounts and/or job functions within given operation.

Customer Service

• Interface directly with customers and maintain a professional and courteous relationship.
• Respond to customer requests within an hour and provide factual responses.
• Immediately escalate customer complaints to management.