Customer Service Specialist, Lead

POSITION SUMMARY

The CSRleadis responsible forbuilding rapport and trust with Clients by delivering exceptional service to them Service Representativesare responsible foraccurateandtimelydata entry of shipping and receiving information for single and/or multiple responsible foraccurateandtimelyorder processing to support the efficient operation of the site.

As part of the DSV team Associates are expected to meet companyobjectivesin the areas of performance safety and are expected tocomply withall corporate and site-specific policies.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Labor and Training Management:

• Reports inconsistencies or problems to Supervisor or Operations Manager

• Manages order flow to ensure daily requirements are fulfilled

• Coordinates special warehouse projects

• Key resource for personnel needingassistance

• Responsible for locking and securing the facility as scheduled orrequired

• Maintain a good working relationship with customers by responding to all inquiries and complaints concerningwork-orders invoices shipments inventory counts a courteous and efficient manner.

• Will mentor and train new and existing associates in specific distribution activities to help achieve established customer demands

• Will train new and existing associates on current Standard Operating Procedures which includes but is not limitedtoshipping receiving picking and/or quality control documentation

• Willassistin forklift operation and certification for new and existing associates

• Direct the operations of the CSR team to achieve prescribed objectives.

• Assistassociates and temporary labor in the completion of productivity sheets andaccuratecapture of production and payroll hours.

• Assist Supervisor inmaintainingthe level of employees consistent with a productive workforce.

• Participate inestablishingwork schedules.

• Ensure that the schedules are correctlyimplementedand that jobs are assigned effectively and completed properly.

• Assist the Supervisor in ensuring that all associates handle product according to all prescribed quality procedures and guidelines.

Customer Service

• Respond to all requests (internal and external) in a courteous professional andtimelymanner

• Coordinate all inbound and outbound activity for assigned accounts

• Process and input all customer orders.

• Running and printing shipments from WMS.

• Run stock reports to check for product availability.

• Generate all related paperwork and necessary informationrequiredfor customer work orders

• Checking all orders for special requests

• Expediting any order as necessary trace orders asrequiredand notifycustomerof any activity concerning their merchandise.

• Follow up with other departments to ensure the service standards arebeing met.

• Assure proper invoicing of accounts by verifying customers as required.

• Handles returned merchandise in an efficient manner and assure proper credit is given to the customer.

Customer Interfacing Activities

• Investigate and communicate client complaintsin accordance withestablished contactsiteand company protocol

• Oversees the shipping and receiving activity for the Customer Service Department

• Maintain a good working relationship with customers by responding to all inquiries and complaints concerningwork-orders invoicing shipments inventory management including any signs of customer dissatisfaction.

• Act as a liaison between the warehouse and the customer in administration of accounts and between the office and customerregardinginvoicing and credit changes.

Documentation

• Prepare required activity reports accurately and efficiently for site management

• Researchdiscrepancies that may occur in the shipping and receiving process

• Document processing and logistical support encompassing a variety of dutiesto includedata entry copying faxing filing and labeling.

• Assistingwith any clerical and floor duties managementrequires.

• Ensure the accuracy of all receiving and shipping documents.

• Gather andmaintainall data and recordsrelativeto shipping and receiving activities.

• Assure that receiving counts match packing lists andpurchaseorders and that shipping count match picking documents.

• Prepare any reports concerning customer service as required by supervisors.

• Assistin resolving any discrepancies.

Data Entry

• Operate the computer terminal in a proficient manner.

• Enter and verify dataregardingcustomer orders shipments receipts physical inventories adjustments etc. inan accurateandtimelyfashion.

Clerical

• Oversee all paperwork associated with orders andmaintainthe corresponding files.

• Answer phone calls andoperatesvarious typesof office machines and computers necessary to perform duties.

• Greet customers and visitors to the office.

• Effectively correspond with customers asrequired.

Communication

• Answer incoming telephone calls in a cheerful courteous andtimelymanner.

• Promptly route each call to the proper party taking messages when necessary.

• Assistcallers with general information andinquires.

• Direct visitors to appropriatedepartment.

• Assistdrivers at check in window various times though out the day.

OTHER DUTIES (Site Specific)

• Assistsinmaintainingcleanliness of work environment

• Assistsin overseeing warehouse inventories

• May work as part of a team or independently

• Active participation in Safety Program to include but not limited to Hazardous Communications and Emergency Response programstoensure a safe work environment for all persons within the facility

• Abide by the company policies and procedures as listed in the Employee Manual or other communicated rules and/or regulations

• CSRs may beexpectedto cross train in other administrative staff functions to support the site and contribute to associate development.

• Work overtime as dictated by business whether mandatory or voluntary

SUPERVISORY RESPONSIBILITIES

• None

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience

• Must have ahighschool diploma or general education degree (GED).

• 1 year experience in CustomerService-relatedcapacity

Certificates Licenses Registrations or Professional Designations

N/A

SKILLSKNOWLEDGEAND ABILITIES

Computer Skills

• Intermediate computer skills

• Proficient with MS Office Applications

• WMS functions

Language Skills

• English (reading writing verbal)

• Business writingproficiency

Mathematical Skills

• Intermediate level to verify quantities of product count inventory or perform other duties associated with handling storing and distributing client products.

Other

• Strong attention to detail accuracy andaccomplishjobtaskin a timely manner.

• Ability to perform duties with minimal supervision or guidance.

• Ability to multi-task

• Effective communication skills

• Must be able to effectively adapt to change and thrive in a stimulating fast-paced work environment.

PREFERRED QUALIFICATIONS

• 1year customer invoicingexperience

• 2-3 years customer serviceexperience

• 3-5 years Manufacturing or distribution/logisticsexperience

• 3-5 years basic mathcomputations experience