What are the responsibilities and job description for the Customer Service Representative position at WB Warehousing & Logistics?
WB is looking for a customer-oriented service representative. A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They're patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don't have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Schedule: Monday - Friday 7AM - 3:30PM with weekend rotation as customer needs demand
Warehouse Customer Service Representative Key Responsibilities
- Manage large amounts of incoming calls and emails
- Identify and assess customers needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Support customers with inventory, order, and billing information.
- Check in visitors, assign & log visitor badge, PPE & escort
- Check in drivers, assign to docks & accurately maintain TMS and logs
- Communicate with Material Handler - Unloader/ Loader via radio and assign to loads
- Check out drivers, provide required shipping documents and maintain TMS and logs
- Transmit required shipping documents to customer and internally
- Monitor time in docks per truck to minimize detention charges and drivers waiting
Warehouse Customer Service Representative Requirements
- Proven customer support experience or experience as a client service representative
- Strong phone/email contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- High school diploma or equivalent preferred
- SAP experience preferred, not required.