Customer Service Representative-Cross Dock

Cross Dock Customer Service Representative

Role Summary

The Customer Service Representative will serve as the contact person for client and customer order placement inquiries and issue resolution through various communication channels.

Key Results Area

• Enters and manages orders from all sources (email phone fax online) and handles any order exceptions updates or corrections

• Manages any driver issues that may occur (scheduling timeliness new inbound or outbound activities etc.)

• Responds to all customer and client concerns or complaints ensuring that all inquiries are handled and documented in a timely and professional manner

• Escalates risk or unresolved order-related issues to appropriate team members or management for support to resolve

• Ensure that all order execution is completed on time and in a manner that satisfies service level requirements

• Interfaces with various departments to ensure deliverables are being completed on time and within SLAs

• Pay attention to the details of procedures and requirements to ensure proper billing to the client including timely and accurate closing of work to prepare for the billing process

• Update client business rule documentation ensuring that internal key stakeholders are aware of any business process changes

• General understanding of client contractual requirements to ensure adherence to recognize client requests that are outside contract requirements and escalate to management before proceeding

• Support and maintain all corporate quality standards policies procedures and work instructions outlined in the company process documentation

Skills & Qualifications

• High School Diploma or its equivalent is required; an Associates or Bachelors degree is preferred

• Minimum of 1 year of experience in customer service supply chain or order management

• Strong attention to detail and multi-tasking skills

• Experience with using an order management system and the ability to learn new systems easily

• Capable of working both independently and within a team environment

• Excellent written verbal and interpersonal communication skills

• Accurate data entry and spelling skills

• Extensive knowledge of Microsoft Office Suite

• Professional appearance and demeanor

Archway is committed to building a diverse workforce by attracting developing and retaining employees. We believe that through having a diverse workforce we will be employing the best talent and leveraging diverse and unique skills and perspectives.