Customer Service Agent-Nights

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.

Location:

United States – Manassas, Discovery Blvd.

Division:
Solutions

The Customer Service Representative (CSR) is responsible for building rapport and trust with clients by delivering exceptional service consistently. CSR’s are also responsible for accurate and timely data entry of shipping and receiving information, as well as 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 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 inquiries and complaints concerning work‑orders, invoicing, shipments, inventory management, and 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 accuracy of all receiving and shipping documents.
• Gather and maintain all data and records related to shipping and receiving activities.
• Ensure that receiving counts match packing lists and purchase orders, and that shipping counts match picking documents.
• Prepare reports concerning customer service as required by supervisors.
• Assist in resolving any discrepancies.
• Operate 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 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 associated development.
• Work overtime as dictated by business whether mandatory or voluntary.

• High school diploma or general education degree (GED).
• Minimum 1 year of experience in a Customer Service related capacity.
• Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months, ranging from mild to moderate.

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

• Occasionally: handling, fingering, sitting.
• Frequently: bending.
• Constantly: walking and standing.
• Lifting/ Carrying and pushing/pulling 21–50 pounds, reaching above shoulder, reach outward, squat or kneel.

While performing the duties of this job, the employee is rarely exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.

To perform this job successfully, an individual must be able to perform each essential…