Description

The Customer Service Representative is responsible for managing all workload and other administrative responsibilities in addition to acting as a working CSR. They will support operations, sales and customers in maintaining on time and accurate order processing, implementing any key initiatives from management and liaising with customers as needed. CSR responsibilities include but are not limited to monitoring and tracking all inbound product, keying in manual orders, routing orders, weekly billing preparation and review, shipment tracking, and scheduling pick ups. The CSR also creates and monitors all special projects from the customer.

Essential Duties and Responsibilities:

• Review and release orders based on start ship dates reviewing new orders as they are received throughout the day
• Receive and expedite purchase orders
• CSRs are responsible for managing their respective accounts per SOP
• Ensure that all orders are being handled timely, that any available time is utilized to help others and any overwork
• Process returns when applicable
• Review vendor routing guides to ensure that outbound shipments are compliant and devoid of chargeback issues
• Plan pick waves by retailer to ensure proper pick rules are utilized
• Review and maintain client email correspondence, responding to inquiries in a timely manner, acknowledging email receipt and researching open issues as needed; maintain positive customer relationship.
• Enter manual orders for outbound shipments and perform shipment tracking
• Route all retail orders through customers system
• Work with trucking companies and schedule FTL/LTL shipments based on costs and delivery schedules
• Schedule/request delivery and pick up appointments
• Maintain billing back up support files
• Active management of service between our shipper clients and carriers suppliers

Qualifications

To perform this job successfully the candidate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or abilities required.

• Excellent verbal and written communication skills with ability to coach and assist team members, all while being part of a high performance team.
• Detail oriented with excellent organization skills and ability to multi-task
• Ability to make decisions and to prioritize and communicate effectively to staff, the key objectives necessary to achieve organizational goals
• Ability to multi-task, specifically field phone calls while working on a computer looking up rates, tracking, tracking while providing excellent customer service.