Customer Service Representative

About the role

The Customer Service Representative serves as the primary point of contact for customers, ensuring a high level of service throughout the warehouse fulfillment process. This role involves managing customer communications, resolving inquiries, coordinating with operations, and maintaining accurate customer records.

Responsibilities

• Serve as the primary point of contact for assigned customer accounts, providing timely, professional, and solutions-focused support.
• Respond to customer inquiries promptly, communicate shipment or operational updates, and proactively manage customer expectations.
• Cook up close with warehouse operations to resolve service issues, investigate discrepancies, and ensure customer requirements are met.
• Take ownership of customer concerns through resolution, escalating issues to management when appropriate.
• Track customer requests, value-added services, and operational activities while maintaining accurate documentation and shared records.
• Cook up weekly billing activities with the Finance team to ensure timely invoices, resolve billing discrepancies, and support the weekly billing cycle.
• Aid with customer claims by gathering documentation, maintaining claim records, and supporting investigations alongside the operations team.
• Prepare and maintain customer reports, KPI trackers, meeting minutes, contracts, and operational documentation using Microsoft Excel and shared file systems.
• Participate in regular customer meetings and internal operational reviews, providing updates and supporting continuous improvement initiatives.
• Maintain accurate customer information within warehouse management systems and internal databases.
• Cook up with cross-functional teams to ensure service expectations, contractual commitments, and customer deliverables are consistently achieved.
• Perform other duties and special projects as assigned.

Requirements

• 2+ years of customer service, account coordination, or customer support experience within logistics, warehousing, distribution, manufacturing, or a related industry.
• Bachelor's degree in Business, Supply Chain Management, or a related field is preferred, or an equivalent combination of education and relevant experience.
• Experience supporting customers in a contract logistics or warehouse environment is considered a strong asset.
• Excellent verbal and written communication skills with a strong customer service mindset.
• Proficiency with Microsoft Office, particularly Excel and Outlook; experience preparing reports, maintaining spreadsheets, and managing customer documentation.
• Experience using Warehouse Management Systems (WMS); Blue Yonder experience is considered a strong asset.
• Strong organizational, multitasking, and time management skills, with the ability to prioritize competing demands.
• Exceptional attention to detail with strong analytical and problem-solving abilities.
• Ability to build positive working relationships with customers, warehouse operations, and internal stakeholders.
• Professional, dependable, and accountable with the ability to thrive in a fast-paced environment.
• Bilingual English/Spanish or English/German is considered a strong asset.
• Ability to work on-site five days per week at our Plainfield, Indiana facility.

Qualifications

2+ years of customer service, account coordination, or customer support experience within logistics, warehousing, distribution, manufacturing, or a related industry.

Bachelor's degree in Business, Supply Chain Management, or a related field is preferred, or an equivalent combination of education and relevant experience.

Experience supporting customers in a contract logistics or warehouse environment is considered a strong asset.

Excellent verbal and written communication skills with a strong customer service mindset.

Proficiency with Microsoft Office, particularly Excel and Outlook; experience preparing reports, maintaining spreadsheets, and managing customer documentation.

Experience using Warehouse Management Systems (WMS); Blue Yonder experience is considered a strong asset.

Strong organizational, multitasking, and time management skills, with the ability to prioritize competing demands.

Exceptional attention to detail with strong analytical and problem-solving abilities.

Ability to build positive working relationships with customers, warehouse operations, and internal stakeholders.

Professional, dependable, and accountable with the ability to thrive in a fast-paced environment.

Bilingual English/Spanish or English/German is considered a strong asset.

Ability to work on-site five days per week at our Plainfield, Indiana facility.