The Customer Service Representative delivers exceptional service to both internal and external customers by leveraging in-depth knowledge of company products and programs, while maintaining clear and effective communication with team members within the customer service department.
Requirements
- Adhere to all customer service level agreements (SLAs) and ensure compliance with established requirements
- Meet established processing time standards for assigned operational tasks
- Systematically allocate all customer outbound orders in the system
- Identify, troubleshoot, and resolve issues preventing successful order allocation
- Wave orders in accordance with established shipping point guidelines
- Generate shipping labels as required and ensure compliance with all labeling, packaging, and shipping standards
- Resolve issues that may delay or prevent order waving
- Route orders according to established routing rules and lead times to ensure on-time shipment performance
- Investigate and resolve routing exceptions and related order issues
- Maintain and update detailed notes in the Open Order Report (OOR) to reflect critical updates impacting customer orders
- Monitor and review the Open Order Report (OOR) daily to ensure all orders align with SLA requirements
- Provide weekly communication to customers regarding the status of the Open Order Report (OOR), ensuring all updates and critical aspects are thoroughly addressed
- Respond to and process external customer order inquiries in a timely and accurate manner
- Communicate effectively with internal teams to support workflow efficiency and escalate issues to supervisors when necessary
- Complete supplies cataloging activities, including CHEP data entry and pallet information management
- Ensure label compliance and communicate testing outcomes and results to customers as required
- Schedule shipments with carriers and distribution centers, accurately record appointments in Smartsheet, and maintain supporting documentation to prevent chargebacks or Truck Order Not Used (TONU) fees
- Support departmental operations across multiple locations
- Travel regularly between multiple sites to ensure operational and safety consistency
Benefits
- Generous Paid Time Off
- 401k Matching
