Customer Service Representative- Logistics

About the role

Customer Solutions Specialists serve as the customer’s main point of contact as it relates to Inbound & Outbound Shipments and Inventory related questions. By interfacing with the Customers, the Ravago Baytown Warehouse Team and carriers, the CSS is responsible for ensuring shipment deadlines are met on time and with proper documentation.

Responsibilities

The Customer Solutions Specialist is the main point of contact for their assigned external customers. Primary responsibilities include:

• Building sustainable relationships and trust with customers through open and interactive communication.
• Being an advocate for the customer by understanding customer needs/concerns and pro-actively following up to resolve any customer issues and concerns.
• Spearheading the resolution of customer inbound/outbound shipments and inventory issues.
• Responding promptly to customer inquiries.
• Teaming with the Quality Coordinator in conducting investigations and in the creation of preventative and corrective action plans for any customer related discrepancies, claims or complaints.
• Receiving, processing, and following-up on all customer orders (inbound and outbound) by entering the necessary data elements in Ravago Baytown’s Warehouse Management System (WMS) and NEO system.
• Checking system for adequate inventory and subsequent product allocation for outbound shipments.
• Assisting Customers in establishing, adjusting, or meeting deadlines.
• Scheduling inbound/outbound shipment appointments by interacting with Transportation companies.
• Monitoring the customer’s orders from the time they are received until they are loaded and gone to ensure on time shipment of domestic orders and on time in gating of export containers.
• Monitoring and communicating any product needs with the PBS and Production teams for pending allocation.
• Escalating any inventory or order issues to appropriate stakeholder.
• Working with customer on order revisions due to inventory or timing issues.
• Generating loading and unloading shipment packets for Warehouse Personnel.
• Working with Team Leads and Warehouse Leads to ensure the warehouse has the necessary information for orders to be loaded/unloaded in a timely and accurate manner to meet order deadlines.
• Initiating/Close Customer’s Inventory Title Transfers.
• Reconciling all shipments and open issues by close of business daily.
• Providing accurate, valid and complete information using the right methods and tools to appropriate persons as required.
• Training and covering gatehouse as needed.
• Cross-training to ensure desk coverage within department.

Additional Key Areas Of Accountability For CSS Lead

The Customer Solutions Specialist Lead will be the first point of escalation for the CSS team and customers. Additional key areas of accountability include:

• Leading/assisting with daily activities of the team to ensure that all work is completed according to scheduled deadlines.
• Preparing & distributing daily shipping reports (AM & PM).
• Participating in daily shipping meetings with warehouse.
• Leading daily team meeting.
• Bi-weekly review of all past due open/cancelled orders and related inventory disposition.
• Working with drayage carriers to have export containers dropped to be loaded and turned in within 4 days.
• Proactively monitoring daily live load schedule for carriers not arriving for appointments.
• Serving as a resource for team members, based on a strong working knowledge of team's responsibilities and goals.
• Training and mentoring new team members.
• Planning gatehouse coverage schedule.
• Monitoring Customer Solutions email to ensure items are handled in a timely manner.
• Utilizing sound judgment to escalate issues that may require intervention of the CS Supervisor.

Skills

Excellent communication skills, both written and verbal, and proficiency in Microsoft Office, specifically Outlook, Word, and Excel, with the aptitude to quickly learn and understand additional applications. The ability to maintain a high level of organization and prioritization, strong phone etiquette and active listening skills, and the capacity to produce a large quantity of error-free work in a timely fashion are also required.

Qualifications

A minimum of 5 years of experience in a customer service/receiving type role, with inventory experience, is required. A CAN-DO attitude, excellent interpersonal skills, and a proactive approach to work are also necessary.

Physical Requirements

The ability to work in a seated position for extended periods of time and to work in a fast-paced office setting is required.

Location

Baytown, TX