What are the responsibilities and job description for the Customer Service Representative position at Pacific Coast Container Inc?
Temp-to-hire position
Schedule: Monday - Friday: 7:00AM - 4:00PM
SUMMARY / OBJECTIVE:
The Customer Service Representative must have the ability to troubleshoot and become first point of contact for PCC’s customers seeking help with timely delivery. Establishing new relationships, managing and maintaining existing customer’s accounts and assessing customer’s needs translating into results-oriented solutions.
DUTIES AND RESPONSIBILITIES:
- Manage new and existing customer accounts to ensure accurate and timely delivery
- Process customer orders accurately using PCC Database or WMS; create and maintain organized files and documentation.
- Interacts in a good working relationship with customers by responding to all inquiries and complaints concerning work orders, invoices, shipments, inventory counts, etc. in a courteous and effective manner
- Respond promptly to customer inquiries, notify of shipment delays or discrepancies, and secure written approval for additional charges.
- Coordinate container dispatch and returns to minimize per diem costs; update container load plans and daily workload schedules.
- Generate and manage shipping, storage, and inventory paperwork; maintain accurate inventory using system and physical checks.
- Serves as a liaison and provides follow up with other departments to ensure service standards are being met
- Communicates customer feedback to management including any signs of dissatisfaction
- Manage customer accounts, ensuring timely service, accurate billing within 48 business hours, and clear communication of issues.
- Collaborate with internal teams to meet service standards; escalate unresolved issues to supervisors as needed.
- Maintains current and accurate procedure manual, which details the processing requirements for each account
- Perform all other duties and projects that may be assigned
KNOWLEDGE, SKILLS and WORK EXPERIENCE :
- HS diploma or equivalent required
- Minimum 1-2 years of experience in logistics and transportation, preferred
- Strong computer knowledge including MS Office applications
- Excellent oral and written communication skills
- Excellent customer service skills
- Ability and availability to work irregular or extended hours including night, weekends and potentially holidays as needed