Customer Service Representative

The Performance Group • Hanover, PA • 3h ago

Job Description

This is a highly visible role with the responsibility of the Customer Service Representative to manage the day-to-day account business of receiving, shipping and inventory processes. This role coordinates with the Warehouse Operation Manager and the General Manager to ensure that order, inbound, invoices, customer reports and returns are processed timely and accurately. As the first point of contact for our customers, exemplary Customer Service is expected in both written and verbal forms.

Duties & Responsibilities:

Responsible for the order process for their assigned customer(s). Receives orders via email, portals, Netsuite, and phone calls. Orders must be input properly, products allocated properly (ie. FIFO, FEFO, date code, lot, etc.), and printed for the warehouse in a timely manner ensuring adequate time to pick/stage orders for shipment. Monitors their orders to ensure they are processed and sent out on a timely basis. Communicates issues to management as applicable. Coordinates any special requirements with the warehouse Supervisor/Manager. Reports any shortages or inventory issues to the customer(s). Prints all labels as needed to satisfy customer requirements.

Responsible for the inbound process. Receives inbound ASN via email, portals, Netsuite, and phone calls. Inbound pre-alerts must be input properly, approved, and printed for the Warehouse Receiving Team. The CSR monitors their inbounds to ensure they are processed and received within 24 hours of receipt to warehouse. Communicates discrepancies between ASN and receipt to customer as applicable.

Provides all inbound receipt and shipment confirmations to customer(s) within 24 hours of shipping/receiving.

Responsible for the return process. Receives return requests via email, portals, Netsuite, and phone calls. Return Authorizations must be input properly, approved, and printed for the Warehouse Receiving Team. Creates and sends Call tags to customer. The CSR monitors their RMA's to ensure they are processed and received. Communicates issues to management as applicable.

Will be the first point of contact for customers and will respond to inquiries made by phone, emails, and portals. Will escalate and direct issues, if needed, to the appropriate members of management.

Will run a variety of reports when needed. Will help with the assembly of paperwork. Other tasks, duties, and projects may be assigned based on business needs at Management's discretion.

Cross trains with other CSR staff to ensure adequate coverage of accounts to ensure customer service levels are maintained.

Will enter all appropriate billing codes audit invoices (accessorial and recurring storage). WMS allows the CSR to print a trial invoice prior to confirming an invoice. CSR must be familiar with all customer billing codes and rate sheet. Any discrepancies or questions shall be brought to the Warehouse Ops. Manager before sending customer invoices.

Responsible for building new item information in WMS.

Will reply to all questions from customer(s) in a timely manner via email or phone communications.

Assist in planning and arranging freight for customer(s) as needed.

Assist in troubleshooting issues with carriers -- detention claims, damage claims, no-shows, etc. Reporting any issues to Warehouse Ops. Manager in regards to customer claims.

Provide and maintain damage hold reports to customer(s). Once disposition is made, CSR shall provide to warehouse for recoup, disposal and return to stock. Verify to customer completion of disposition.

Responsible to ensure customer(s) inventory records are maintained and accurate. Report any issue to management and follow up with customer(s) in a timely manner. Will assist in coordination and data entry for physical inventory counts. Will assign cycle counts to be conducted to warehouse supervisor. All records shall be maintained.

Must have good communication and computer skills.

Go to Apply

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