Customer Service Agent

If you are a current DSV employee and interested in a position in another country, please contact your Human Resource representative to discuss the process and requirements of applying.

• Job area: Customer Service
• Location: USA - Lancaster, Midpoint Dr
• Division: Solutions
• Job Posting
  
  Title:
  
  Customer Service Agent
• Time Type: Full Time

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. CSRs are also responsible 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. Associates are expected to comply with all corporate and site‑specific policies.

• 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 the 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 count matches 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 types of 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 the check‑in window various times throughout the day.

• CSR's may be expected to cross‑train in other administrative staff functions to support the site and contribute to associate development.
• Work overtime as dictated by business whether mandatory or voluntary.

• None

• High school diploma or GED.
• 1 year experience in Customer Service‑related capacity.
• Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months, which can range from mild to moderate.

• N/A

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

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

• Intermediate level to verify quantities of product, count inventory, or…