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SalaryCustomer Service Representative
Position Summary:
The position summary states the general nature and purpose of the job. Overall accountabilities are defined in this section.
The Customer Service Representative will build weekly operational schedules focused on import/export and domestic inbound/outbound freight. They are the key interface with the customers and the conduit to support requests for the distribution center Team.
CORE RESPONSIBILITIES:
The below statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. May perform other duties as assigned.
Position Summary:
The position summary states the general nature and purpose of the job. Overall accountabilities are defined in this section.
The Customer Service Representative will build weekly operational schedules focused on import/export and domestic inbound/outbound freight. They are the key interface with the customers and the conduit to support requests for the distribution center Team.
CORE RESPONSIBILITIES:
The below statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. May perform other duties as assigned.
- This role is accountable for guiding the life cycle of the order, from order entry into our system, until arrival with the customer.
- Proactively partner with Supply Planning and Demand Planning on resolutions when shortages are known. Obtain options for customer’s shortages and present details related to root cause, along with options for recovery.
- Collaborate with carriers obtaining on-going updates to provide the customer, sales, and broker (where applicable).
- Monitor assigned inboxes and respond to customer issues in a timely manner.
- Handle the late/light order approval process for late order requests to process and ship under standard lead time.
- Ensures all order management guidelines such as lead time, order minimums, order cut-off times, late order requests and changes are followed to minimize errors and maximize Supply Chain efficiency.
- Build daily/weekly loading schedules to support customer needs and optimize operational movement and flow
- Assists in managing Customer Master Data to ensure customer records are accurate and order entry is not delayed.
- Assists claims department on matters related to incorrect or rejected orders.
- Develop strong and trusted relationships with customers through timely and accurate communications.
- Manage a high volume of communication/requests, resolving issues in an accurate and timely manner.
- Maintain and update documents related to customer accounts.
- Conflict resolution: Learning the ability to defuse high pressure situations and remain solutions driven.
- Support export/import Teams to ensure timely handling of freight
- OTIF – avoid fines from customers by filling on time & in full with optimized scheduling
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.
- High School Diploma or General Education Degree (GED) and 2+ years’ relevant experience, required.
- Bachelor’s Degree, preferred.
- Knowledge of Microsoft Office, Outlook, Excel, and PowerPoint.
- Ability to learn and operate in WMS software
- Use of Korber/Highjump WMS preferred
- Good ability to make decisions and problem-solving account management.
- Good written and verbal communication skills.
- Ability to accept constructive feedback.
- Sound ability to manage conflict.
- Must be able to multi-task with many competing day-to-day activities with competing priorities.
- Flexibility to adapt to a varied work schedule.
- Must be able to maintain a high level of confidentiality.
- Ability to work well with others in fast paced, dynamic environment.
- Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment.
PHYSICAL DEMANDS & WORK ENVIRONMENT:
The physical demands described here are representative of those an employee should possess to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Occasionally exposed to outside weather conditions including heat, humidity, cold, and precipitation.
- Noise level in the work environment is usually moderate but can be loud if working in the warehouse area.
- Regularly lift and/or move up to 10 pounds; occasionally lift and/or move up to 50 pounds.
- Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus.
