PL Customer Service Representative

The
Customer Service Representative
will be managing numerous client accounts serving as the primary point of contact for our clients. The Customer Service Representative monitors warehouse activity to ensure shipping targets are being met, to build understanding and ensure client expectations are fulfilled.

Responsibilities include, but are not limited to:

• Monitor shipping and receiving activity to ensure compliance with SLAs and work specifications
• Respond to client email and phone inquiries
• Develop and manage client relationships, building understanding and trust
• Track and follow up on outstanding client requests and issues to ensure timely resolution
• Initiate claims and investigations with internal departments and external vendors on behalf of clients
• Contribute to continuous improvement efforts to deliver better service to clients over time
• Manage special projects requested by clients, coordinating with internal departments and external vendors where needed
• Collaborate with internal departments and external vendors to deliver results for clients
• Assist as needed with onboarding new clients; coordinate with Operations and other departments to ensure client needs and expectations are understood

The following is required for this role:

1-2 years or more experience in a customer service or customer-facing role

Strong written and oral communication skills

Strong organizational and planning skills

Teamwork and collaboration skills, ability to interact at all levels of the organization

Problem- solving ability

Ability to quickly learn new software such as WMS, ERP, and reporting tools

Ability to effectively manage multiple priorities in a dynamic, fast-paced environment with strict deadlines

Maintain a positive, customer-centric mindset focused on solutions

Experience working with WMS systems or ERP systems

Experience working within a 3PL fulfillment service specializing in apparel and footwear

Experience in routing and traffic is a plus