Sr. Customer Service Representative

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DSV
- Global transport and logistics

In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re‑packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world.

Our reach is global yet our presence is local and close to our customers. Read more at

Location:

USA
- Fort Wayne, 5801 Adams Center Rd

Division:
Solutions

Job Posting

Title:

Sr. Customer Service Representative - 120376

Time Type:
Full Time

The CSR lead is responsible for building rapport and trust with clients by delivering exceptional service consistently. Client Service Representatives are responsible for accurate and timely data entry of shipping and receiving information for single and/or multiple customers, and for accurate and timely order processing to support the efficient operation of the site.

As part of the DSV team, associates are expected to meet company objectives in the areas of performance, safety, and quality, and to comply with all corporate and site‑specific policies.

• Reports inconsistencies or problems to Supervisor or Operations Manager.
• Manages order flow to ensure daily requirements are fulfilled.
• Coordinates special warehouse projects.
• Serves as a key resource for personnel needing assistance.
• Responsible for locking and securing the facility as scheduled or required.
• Maintains a good working relationship with customers by responding to all inquiries and complaints concerning work‑orders, invoices, shipments, and inventory counts in a courteous and efficient manner.
• Mentors and trains new and existing associates in specific distribution activities to help achieve established customer demands.
• Trains new and existing associates on current Standard Operating Procedures, including shipping, receiving, picking, and quality control documentation.
• Assists in forklift operation and certification for new and existing associates.
• Directs the operations of the CSR team to achieve prescribed objectives.
• Assists associates and temporary labor in the completion of productivity sheets and accurate capture of production and payroll hours.
• Assists Supervisor in maintaining the level of employees consistent with a productive workforce.
• Participates in establishing work schedules.
• Ensures that schedules are correctly implemented and that jobs are assigned effectively and completed properly.
• Ensures that all associates handle product according to all prescribed quality procedures and guidelines.

• Responds to all requests (internal and external) in a courteous, professional, and timely manner.
• Coordinates all inbound and outbound activity for assigned accounts.
• Processes and inputs all customer orders.
• Runs and prints shipments from WMS.
• Runs stock reports to check for product availability.
• Generates all related paperwork and necessary information required for customer work orders.
• Checks all orders for special requests.
• Expedites any order as necessary, traces orders as required, and notifies customers of any activity concerning their merchandise.
• Follows up with other departments to ensure service standards are being met.
• Ensures proper invoicing of accounts by verifying customers as required.
• Handles returned merchandise efficiently and ensures proper credit is given to the customer.

• Investigates and communicates client complaints in accordance with established…