Sr. Customer Service Representative

About the role

The Senior Customer Service Representative (CSR) leads the team in providing exceptional service to clients. They manage order flow, coordinate special warehouse projects, and mentor and train new and existing associates.

Responsibilities

• Reports inconsistencies or problems to Supervisor or Operations Manager
• Manages order flow to ensure daily requirements are fulfilled
• Captures and verifies data regarding customer orders, shipments, receipts, physical inventories, adjustments, etc., in an accurate and timely fashion
• Coordinates inbound and outbound activity for assigned accounts
• Processes and inputs all customer orders
• Runs and prints shipments from WMS
• Generates all related paperwork and necessary information required for customer work orders
• Checks all orders for special requests
• Expedites any order as necessary, traces orders as required, and notifies customers of any activity concerning their merchandise
• Follows up with other departments to ensure service standards are met
• Assures proper invoicing of accounts by verifying customers as required
• Handles returned merchandise in an efficient manner and assures proper credit is given to the customer
• Investigates and communicates client complaints in accordance with established protocols
• Maintains a good working relationship with customers by responding to all inquiries and complaints concerning work-orders, invoicing, shipments, inventory management, including any signs of customer dissatisfaction
• Acts as a liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes
• Prepares required activity reports accurately and efficiently for site management
• Documents processing and logistical support encompassing a variety of duties to include data entry, copying, faxing, filing, and labeling
• Ensures the accuracy of all receiving and shipping documents
• Gathers and maintains all data and records relative to shipping and receiving activities
• Affirms that receiving counts match packing lists and purchase orders and that shipping counts match picking documents
• Prepares any reports concerning customer service as required by supervisors
• Assists in resolving any discrepancies
• Operates the computer terminal in a proficient manner
• Answers incoming telephone calls in a cheerful, courteous, and timely manner
• Routes each call to the proper party, takes messages when necessary
• Assists callers with general information and inquiries
• Directs visitors to appropriate department
• Assists drivers at check-in window various times throughout the day

Requirements

• High school diploma or equivalent
• 1 year experience in Customer Service-related capacity
• Intermediate computer skills
• Proficient with MS Office Applications
• Intermediate level to verify quantities of product, count inventory, or perform other duties associated with handling, storing, and distributing client products
• Strong attention to detail, accuracy, and ability to accomplish job tasks in a timely manner
• Ability to perform duties with minimal supervision or guidance
• Ability to multi-task
• Effective communication skills

Qualifications

• Education and/or Experience: High school diploma or general education degree (GED)
• Experience: 1 year experience in Customer Service-related capacity
• Skills: Intermediate computer skills, Proficient with MS Office Applications, Intermediate level to verify quantities of product, count inventory, or perform other duties associated with handling, storing, and distributing client products, Strong attention to detail, accuracy, and ability to accomplish job tasks in a timely manner, Ability to perform duties with minimal supervision or guidance, Ability to multi-task, Effective communication skills

Skills

• Computer Skills: Intermediate computer skills
• Language Skills: English (reading, writing, verbal)
• Business writing proficiency
• Mathematical Skills: Intermediate level to verify quantities of product, count inventory, or perform other duties associated with handling, storing, and distributing client products

Benefits

Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

Pay

The expected base pay range is $24.00 – $24.00 Hourly. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.

Schedule

Full Time Position