Customer Service Account Specialist

ABOUT US: FW Logistics is an experienced family-owned, high growth logistics service provide that is big enough to handle all the supply chain logistics needs while still being small enough to give a specialized service to our customers. Founded in 1949 with a focus on food-grade storage, we’ve spread our expertise over the next seventy years to include contract warehousing, dry storage, hazmat storage, temperature-controlled warehousing, and asset-based trucking services. The company and related parties operate or own 25 facilities and plan to grow organically or through M&A.

OUR CULTURE: We treat our customers and associates equally, fairly, and respectfully. FW Logistics continually invests in the latest technology, increasing our efficiency and responsiveness to meet all our clients’ needs. By providing training and education to our workers, we can offer our customers the most skilled workforce available. We are a collaborative group, getting things done together, enjoying our collegial environment, and working together. Fit is critical to us. The associate joining FW should have that same mindset, a strong business mind, total accountability for deadlines, self-motivation, and energy while providing high Customer Service satisfaction.

OUR MISSION: To responsibly provide cost-effective, integrated, reliable, and valuable supply chain logistics solutions to meet our client’s needs with a customer-centric mindset.

OUR VALUES:

Compassionate

Accountable

Adaptable

Results Driven

We act honestly and kindly; we respect each other, our community, and our customers while working hard to provide the best services to our stakeholders.

WORK SCHEDULE: Monday - Friday, 7am to 4pm

POSITION SUMMARY: We’re seeking a dynamic individual to join our team as a Customer Service Account Specialist. The Customer Service Account Specialist’s primary purpose is to be responsible for Customer Service activities such as responding to inquiries, processing orders, and handling customer complaints and questions in a prompt, courteous and effective manner. In addition to working in an office environment, the person in this role is responsible for understanding and performing warehouse related duties, such as but not limited to cycle counts.

ESSENTIAL DUTIES/RESPONSIBILITIES:

· Proactive communications with customers regarding the services delivered by the Company.

· Communicate professionally, effectively, and promptly with customers to provide information and support regarding the day-to-day operations and customer inquiries and/or concerns.

· Maintain the date integrity of account information stored in the Company Warehouse Management System (WMS).

· Ensure accurate order entry and release of same information to staff as needed.

· Maintain records of customer interactions or transactions, regarding details of inquiries, complaints, or comments, as well as actions taken.

· Prompt follow up to ensure that appropriate changes are made to resolve customer issues.

· Contact customers to respond to inquiries or to notify them of their order status or any adjustments.

· Verify the accuracy and completeness of information that appears questionable.

· Enter information into the WMS systems and prepare correspondence as needed or required.

· Sort and file records along with reviewing all work for errors and make corrections as needed.

· Communicate with carriers assigned by the customer.

· Where applicable, review the customer’s contract to ensure compliance with terms and conditions outlined.

· Ensure accuracy of all billing charges as outlined in the customer’s contract or per FW Logistics management.

· Verify accuracy of inbound shipments such as warehouse location for delivery and verify all other necessary information prior to accepting the load.

· Where applicable, all damages and variances must be noted per their customers’ requirements.

· Ensure drivers have all necessary documents (SDS if necessary, placards, invoices, etc.), correct product and weight for all outgoing shipments.

· Review daily all pending loads, to ensure all transactions for a particular day are processed.

· Maintain current and accurate procedure book which details the processing requirements for each account; prepares any report concerning Customer Service activities.

The preceding job description is not to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES:

· Able to establish positive working environment.

· Intermediate Microsoft Outlook, Word, and Excel skills.

· Ability to write reports, business correspondence and read/interpret documents.

· Ability to effectively present information and respond to questions from groups of managers, customers, and co-workers.

· Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

· Ability to communicate verbally and written effectively.

· Accountable – demonstrating individual accountability which results in collective success. This means never adopting a “That’s not my job!” attitude. Willing to do what needs to be done.

· Adaptable – able to demonstrate flexibility and agility to ensure customer and client needs are met.

· Results Driven – passion to create positive results that maximize sustainable profitability for our future success.

· Compassionate – able to base your work on the customer by continuously improving processes to eliminate errors, create value, provide better service, and enhance quality.

EDUCATION AND EXPERIENCE:

· Associate degree or certification in related field such as business administration, Customer Service or supply chain specialist is required. NOTE: 3 plus years of experience may be used to meet educational requirement.

· 2 years in Customer Service and/or warehouse, distribution center, fulfillment center environment.

PHYSICAL DEMANDS:

· Use a computer, telephone, and other office equipment.

· Sit for extended periods of time, up to 8 hours a day if required.

· May require walking primarily on a level surface for periodic periods throughout the day.

· Reaching above shoulder heights, below the waist or lifting as required to file documents.

· May include lifting to 25 pounds on occasion.

· Primary environment: shared office area with ambient room temperatures, lighting and traditional office equipment found in a typical office environment.

· The performance of this position requires exposure to warehouse areas, where, at certain times, temperatures fluctuate based on external weather conditions.

YOUR TOTAL REWARDS PACKAGE:

We offer a competitive compensation package, great benefits, and the opportunity to grow your skills and progress with us.

· Health Coverage: Medical, Dental, Vision Benefits

· Voluntary Term Life/AD&D

· 401(K) Plan with 4% employer contribution match.

· Paid Time Off and Holidays

· Employee referral program

· Annual Performance Reviews

· Maternity/Paternity leave

We are proud to be an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. We promote support, thrive, and celebrate diversity, inclusion, and culture.

FW Logistics provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Job Type: Full-time

Pay: From $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

People with a criminal record are encouraged to apply

Application Question(s):

• Do you understand that the starting pay for this position is $18/hr?
• This is a cold storage warehouse where you will be exposed to cold temperatures. Are you comfortable with this?

Work Location: In person