Customer Service Agent

ESSENTIAL DUTIES AND RESPONSIBILITIES

The CSR 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.

• 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 required for customer work orders.
• Check all orders for special requests.
• Expedite any order as necessary, trace orders as required, and notify customer of any activity concerning their merchandise.
• Follow up with other departments to ensure service standards are being met.
• Assure proper invoicing of accounts by verifying customers as required.
• Handle returned merchandise efficiently and ensure proper credit is given to the customer.

• 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.

• Ensure the accuracy of all receiving and shipping documents.
• Gather and maintain all data and records related 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.

• Operate the computer terminal proficiently.
• Enter and verify data regarding customer orders, shipments, receipts, physical inventories, adjustments, etc., in an accurate and timely fashion.
• Oversee all paperwork associated with orders and maintain the 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.

• 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 various times throughout the day.

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

• Must have a High school diploma or general education degree (GED).
• 1 year experience in Customer Service related capacity.

• Proficient with MS Office Applications.

• English – reading, writing, verbal.
• Business writing proficiency.

• Intermediate level to verify quantities of product, count inventory, or perform other duties associated with handling, storing, and distributing client products.

• 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.
• Must be able to effectively adapt to change and thrive in a stimulating, fast‑pace work environment.

• 1–3 years warehouse/logistics support experience.
• 2–3 years experience in Customer Service related capacity.

While performing the duties of this job, the employee uses hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee uses computer and telephone equipment. Specific vision requirements for this job include close vision and distance vision. Must be able to sit or stand for up to 8 hours.

While performing the duties of this job, the…