Customer Service Agent

DSV - Global transport and logistics

Location:

Aurora, IL

Division:
Contract

Job Posting

Title:

Customer Service Agent

Time Type:
Full Time

Department:
Admin Corporate Ops Safety Training

FLSA Status:
Exempt Non-Exempt

Job Status: F/T P/T Temporary

Amount of Travel Required (%): 0%

Reports To:

Supervisor

Direct Reports:
None

System

Job Title:

Customer Service Agent (CSA-02)

Shift: 6am-2:30pm

The CSR is responsible for building rapport and trust with clients by delivering exceptional service consistently. Client Service Representatives handle accurate and timely data entry of shipping and receiving information for single and/or multiple customers and process orders to support efficient site operations.

Customer Service

• Process and input all customer orders.
• Run and print shipments from WMS.
• Run stock reports to check for product availability.
• Generate all related paperwork and necessary information for customer work orders.
• Check all orders for special requests.
• Expedite orders as necessary, trace orders as required, and notify customers of any activity concerning their merchandise.
• Follow up with other departments to ensure service standards are met.
• Assure proper invoicing of accounts by verifying customers as required.
• Handle returned merchandise efficiently and assure proper credit is given to the customer.

Customer Interfacing Activities

• Maintain a good working relationship with customers by responding to all inquiries and complaints concerning work 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 customer regarding invoicing and credit changes.

Documentation

• Ensure the accuracy of all receiving and shipping documents.
• Gather and maintain all data and records relative to shipping and receiving activities.
• Assure that receiving counts match packing lists and purchase orders and that shipping counts match picking documents.

• Prepare any reports concerning customer service as required by supervisors.
• Assist in resolving any discrepancies.

Data Entry

• Operate the computer terminal proficiently.
• Enter and verify data regarding customer orders, shipments, receipts, physical inventories, adjustments, etc., accurately and timely.

Clerical

• Oversee all paperwork associated with orders and maintain corresponding files.
• Answer phone calls and operate various office machines and computers necessary to perform duties.
• Greet customers and visitors to the office.
• Effectively correspond with customers as required.

Communication

• Answer incoming telephone calls in a cheerful, courteous, and timely manner.
• Promptly route each call to the proper party, taking messages when necessary.
• Assist callers with general information and inquiries.
• Direct visitors to the appropriate department.
• Assist drivers at check‑in window during the day.

Other Duties (Site Specific)

• CSR may be expected to cross‑train in other administrative staff functions to support the site and contribute to associate development.

• Work overtime as directed by business, whether mandatory or voluntary.

Supervisory Responsibilities

• None

Education and/or Experience

• High school diploma or GED.
• 1 year experience in a customer‑service related capacity.
• Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months, ranging from mild to moderate.

Certificates, Licenses, Registrations or Professional Designations

• N/A

Computer Skills

• Intermediate computer skills.
• Proficient with MS Office applications.
• WMS functions.

Language Skills

• English (reading, writing, verbal).
• Business writing proficiency.

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 and ability to accomplish job tasks in a timely manner.
• Ability to perform duties with minimal supervision or guidance.
• Ability to multi‑task.
• Effective communication skills.
• Must be able to…