A customer service representative is the key point of contact for our customers to fulfill orders as well as to liaise with the warehouse to ensure that shipments are processed timely and accurately. All candidates will be analytical and customer service-oriented.
Primary responsibilities:
Order Processing:
● Receive and process customer orders promptly and accurately.
● Coordinate with warehouse and distribution teams to ensure timely order fulfillment.
Customer Inquiries:
● Respond to customer inquiries, concerns, and requests in a timely and professional manner.
● Provide information about order status
Communication:
● Maintain effective communication with customers, carriers, and internal teams.
● Notify customers of any delays, backorders, or issues that may impact their shipments.
Problem Resolution:
● Address and resolve customer issues, such as order and/or inventory discrepancies and shipping errors.
● Collaborate with other departments to resolve complex problems.
Tracking and Tracing:
● Track and trace shipments to provide accurate and real-time information to customers.
● Proactively communicate any potential issues and provide solutions.
Documentation:
● Prepare and maintain accurate documentation such as BOLs, packing lists and pick tickets for the warehouse and submit necessary documentation to the clients in a timely manner.
● Ensure compliance with all documentation and record-keeping
Cross-functional Collaboration:
● Collaborate with other departments such as logistics, warehouse, and transportation to optimize customer service processes.
● Participate in regular meetings to discuss operational improvements and customer satisfaction initiatives.
Training and Development:
● Stay updated on company policies and procedures
● Participate in training sessions to enhance customer service skills and knowledge.
Requirements
1+ years of experience at a 3PL and/or distribution center
1+ years of experience in customer service
WPM 30+
Knowledge of Microsoft office and google sheets
The ability to multi task – handling multiple directives in various departments