Customer Service Representative- Logistics

Customer Solutions Specialist

Customer Solutions Specialists serve as the customer's main point of contact as it relates to Inbound & Outbound Shipments and Inventory related questions. By interfacing with the Customers, the Ravago Baytown Warehouse Team and carriers, the CSS is responsible for ensuring shipment deadlines are met on time and with proper documentation.

The Customer Solutions Specialist Lead will be the first point of escalation for the CSS team and customers.

Key areas of accountability for Customer Solutions Specialist:

• Building sustainable relationships and trust with customers through open and interactive communication.
• Be an advocate for the customer by understanding customer needs/concerns and pro-actively following up to resolve any customer issues and concerns
• Spearhead the resolution of customer inbound/outbound shipments and inventory issues
• Respond promptly to customer inquiries
• Team with the Quality Coordinator in conducting investigations and in the creation of preventative and corrective action plans for any customer related discrepancies, claims or complaints
• Receive, process, and follow-up on all customer orders (inbound and outbound) by entering the necessary data elements in Ravago Baytown's Warehouse Management System (WMS) and NEO system
• Check system for adequate inventory and subsequent product allocation for outbound shipments
• Assist Customers in establishing, adjusting, or meeting deadlines
• Schedule inbound/outbound shipment appointments by interacting with Transportation companies
• Monitor the customer's orders from the time they are received until they are loaded and gone to ensure on time shipment of domestic orders and on time in gating of export containers
• Monitor and communicate any product needs with the PBS and Production teams for pending allocation
• Escalate any inventory or order issues to appropriate stakeholder.
• Work with customer on order revisions due to inventory or timing issues
• Generate loading and unloading shipment packets for Warehouse Personnel
• Work with Team Leads and Warehouse Leads to ensure the warehouse has the necessary information for orders to be loaded/unloaded in a timely and accurate manner to meet order deadlines.
• Initiate/Close Customer's Inventory Title Transfers
• Reconcile all shipments and open issues by close of business daily.
• Provide accurate, valid and complete information using the right methods and tools to appropriate persons as required.
• Train and cover gatehouse as needed
• Cross-train to ensure desk coverage within department
• Must be able to follow work instructions and safety procedures

Additional key areas of accountability for CSS Lead:

• Lead/assist with daily activities of the team to ensure that all work is completed according to scheduled deadlines
• Prepare & distribution daily shipping reports (AM & PM)
• Participate in daily shipping meetings with warehouse
• Lead daily team meeting
• Bi-weekly review of all past due open/cancelled orders and related inventory disposition
• Work with drayage carriers to have export containers dropped to be loaded and turned in within 4 days
• Proactively monitor daily live load schedule for carriers not arriving for appointments
• Serve as a resource for team members, based on a strong working knowledge of team's responsibilities and goals
• Train and mentor new team members
• Plan gatehouse coverage schedule
• Monitor Customer Solutions email to ensure items are handled in a timely manner
• Utilize sound judgment to escalate issues that may require intervention of the CS Supervisor
• Perform any additional tasks assigned

Contacts:

• Internal:
  Inventory & Quality Team, Transportation Teams, Warehouse Leads, Gate Attendant
• External:
  Customers, Customer's Transportation Teams, Transportation Companies

• Excellent communication skills, both written and verbal
• Proficiency in Microsoft Office: specifically, Outlook, Word, and Excel with the aptitude to quickly learn and understand additional applications
• Willingness to adapt in an evolving environment
• Ability to maintain high level of organization and prioritization
• Strong phone etiquette and active listening skills
• Work independently while understanding the necessity for…