Customer Service

Customer Service

5:00pm-3:30am

Definition:

Responsible for providing courteous Customer Service to our internal and external partners by assisting in daily operations. Ensures that services are provided timely and efficiently meeting standards established by the management team. Overall, Purpose of the Role: Provides communication between the customer, team members, supervisors, and managers; completes the scheduling of loads coming in and out of the facility; and handles the shipping and receiving of materials. Key Responsibilities: General Task Management • Communicating and scheduling appointments for inbound and outbound loads • Engages with vendors and drivers with a positive attitude • Manages the shipment and receipt of all products, materials, and supplies • Communicating with carriers, internal partners, and the customer to resolve issues and find solutions • Maintains customer confidence and protects operations by keeping information confidential • Analyze inventory data and inform the customer of potential issues • Communication of overages, shortages, defective materials, and be alert to questionable conditions • Maintains appropriate records, prepares requested reports, and performs related word processing, data entry and/or clerical duties within the internal WMS system and customer-based systems. • Completion of inbound and outbound paperwork in a timely manner • Ensures accuracy of paperwork produced, and organizes and files documents • Contributes to the success of the team by accomplishing tasks, and helping with backing up other departments as needed • Operate safely complying with all health, safety, and environmental requirements to ensure safety • Keep areas of work clean and tidy to ensure operational efficiency • Reporting issues or process deviations to management to better assist operations • Undertake special projects as required • Make recommendations to aid efficiency and add value Skills and Attributes: • Communicates effectively with peers, supervisors, and customers • Able to work independently and within a team • Tactfully handles difficult or stressful situations • Ability to determine when to escalate an issue to a supervisor or management • Ability to multitask, prioritize and resolve a task • Detail Oriented • Ability to identify inaccuracies on paperwork • Knowledge of proper email etiquette • Consistently builds knowledge and expertise about the customer and applies it to the position

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