The Customer Service Representative carries out all customer service activities such as responding to inquiries, processing orders and receipts and handling complaints in a prompt, courteous and effective manner.
Other responsibilities include answering / routing telephone calls, greeting visitors, scheduling and other clerical duties as directed by Customer Service Supervisor or Office Manager.
Shift : Afternoon - 3p - 11 : 30p
Essential Duties & Responsibilities :
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
Processes and inputs all customer orders
Produces stock reports to check for product availability
Produces all related paperwork and necessary information required for customer work orders
Coordinates special and last minute shipping requests with the Traffic and Operations Departments, expediting any order as necessary
Provides follow up with other departments to ensure service standards are being met
Assures proper invoicing of accounts by verifying computer generated invoices
Prepares shipping and tracing information to customers as required
Maintains damage records and back order logs
Communicates customer feedback to management including any signs of dissatisfaction
Acts as a liaison between the warehouse and the customer in administration of the accounts and between the office and customers regarding invoicing and credit changes
Oversees all paperwork associated with orders and maintain the corresponding files
Maintains current and accurate procedure manual, which details the processing requirements for each account
2 or more years of experience in a customer service role in logistics, transportation or warehouse environment
Proficient in Microsoft Office with an emphasis on Word and Excel knowledge including MS Office applications.
Strong Knowledge of SAP
High school diploma required. Post-secondary education in Warehousing Transportation, Operations Management, or related field an asset.
Excellent oral and written communication skills
Skilled at providing exceptional customer service over the phone and email
Prioritizes work flow to ensure deadlines are met in a fast-paced environment and adapts to shifting priorities
Detail-oriented with a high level of accuracy
Works effectively as part of a team
Familiarity with 10-key
Must be able to work in varying facility conditions.
Ability and availability to work irregular or extended hours including nights, weekends and potentially holidays as needed