Customer Service Reps 3PL

Position Purpose/Summary

CSR (3PL) is responsible for processing orders to the distribution floor for accurate and timely routing/shipping. Overall job will focus on shipping orders within customer's requirements. Candidate will have prior customer service experience in a busy logistics/shipping warehouse environment; will be highly organized with an ability to handle multiple tasks; and will have the ability to establish a great relationship with our customer's over the phone, email and/or chat.

Responsibilities

• Monitor, process, and ensure that all orders are processed accurately and in a timely manner
• Responsible for routing and scheduling daily pick-ups and printing of Bills of Lading for carrier loads
• Ensure that the routing and scheduling of carriers is in compliance with customers routing/vendor standards to reduce department related chargebacks
• Work closely with distribution center floor to ensure shipments are dock confirmed
• Work jointly with support teams to solve any problems with orders
• Perform all other duties as directed by the WH Administrative Manager

Key Performance Indicators (KPIs)

• Customer email response time within 1 hour upon receipt of email
• Customer problem resolution within 24 hours
• Order entry for non EDI orders completed by 2pm on day of receipt of orders
• Order changes completed within 2 hours of change request

Qualifications

Education: High School Diploma or equivalent

Experience: 2 years prior experience working in a CSR role in Logistics/Shipping/Distribution Center or detail oriented, customer service driven, office environment. Customer Service experience within 3PL environment preferred. A working knowledge of shipping documents is preferred; (ie: bills of lading, packing slips, and manifests).

Skills: Strong decision-making and organizational skills are required. Hard working, self-starter and problem solver. Must be detailed oriented and able to handle multiple tasks simultaneously.

Technology/Software: Basic-Intermediate understanding of MS office (Excel, Word, PowerPoint, email). Working knowledge of warehouse management systems, e.g. Navision, SAP, AS400.

Communication: Strong verbal and written skills with the ability to communicate effectively and tactfully with customers, team, transportation carriers, management and other departments. Must be able to professionally communicate via phone, email or chat.

Physical Capabilities

• Movement: This position may include sitting for long periods of time. Some standing or walking may be required.
• Hearing: This position will work in an office/warehouse environment so you must be able to tolerate a quiet working area or warehouse noise such as forklift traffic or truck noise.
• Vision: This position will require you to spend an extended amount of time on a computer reading emails, spreadsheets and working in a database.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life & AD&D Insurance
• 401(k)
• 401(k) match
• Pet Insurance
• Paid time-off
• Paid holidays
• Tuition reimbursement
• Flexible Spending Account
• Dependent Care Subsidy
• Childcare Resources
• Commuter Benefits
• Employee Assistance Program
• Disability Insurance
• Employee Discounts