CSR, Customer Service​/HelpDesk

Customer Service Representative

The CSR is primarily responsible for providing outstanding customer service and operational oversight for Sunland Logistics Solutions, Inc. customers by utilizing highly, in depth knowledge of customer products, procedures and processes.

The Customer Service Representative performs the following tasks:

• Control and authority over all aspects of inventory and order management
• Handle all crisis resolutions.
• Manage inventory control and quality assurance for customer products.
• Direct control over traffic, IT and operational processes that affect a positive outcome in the area of customer service.
• Establish rapport with customers and interact to ensure open communication for problem resolution.
• Provide timely feedback to customers regarding service failures or any other concerns.
• Exercise discretion in inventory situations to ensure orders are shipped complete.
• Directs workflow of orders to Traffic and Operations Departments for timely shipment.
• Coordinate and process orders requiring special handling, such as bonded shipments.
• Address all customer issues and ensure effective and long-term problem resolution.
• Make decisions and dictate to Operations what priorities are and flow of work to be accomplished.
• Handle all billing and collection issues.
• Handle irate customers in a professional manner.
• Obtain customer feedback.
• Other duties as assigned.

High school diploma or general education degree (GED); three years or more related experience in customer service, preferably 3rd party logistics or equivalent combination of education and experience.