Customer Success Representative

Company Overview

Come join a winning team! Since 1970 Plastic Express has met the bulk trucking, bulk terminal, packaging, and warehousing needs of the plastics industry. Our strategic locations, modern systems, and dedicated employees allow us to provide custom‑tailored logistical solutions to fulfill the most challenging needs of our customers. Plastic Express operates from 22 full‑service facilities, more than 40 bulk terminals, and 52 railcar terminals offering more than 8,500 railcar spots across the country.

We are located near 9 major ports in the U.S. and rely heavily on our rail infrastructure to handle imports/exports as well as regional distribution. At many of the Plastic Express sites, we also handle some non‑plastic commodities, which include paper rolls, steel, building materials, and other dry bulk materials. Plastic Express owns and operates roughly 250 trucks, with approximately 250 trailers performing full bulk truck distribution business.

Plastic Express is headquartered in Houston, TX and has over 600 employees nationwide. Our goal has always been to exceed our customer’s expectations, and our “can‑do” attitude is what differentiates us from the competition.

This position reports to the Customer Success Manager. A "hybrid" Customer Service role involving significant interaction with external and internal customers to provide "best in class" service to a customer base comprised of Fortune 500 companies and other small enterprises. The ideal candidate has experience and the proven ability to manage the customer’s day‑to‑day logistics/warehouse/transportation needs in a high‑pace/high‑transaction, team‑oriented service environment.

Attention to detail and strong proofreading abilities are necessary. Experience with SAP or web‑based TMS/WMS/OMS operating systems is essential.

• Process customer bulk trucking and packaging orders from various sources: email, SAP, web‑based portals, EDI.
• Input customer orders into TMS/WMS system with accuracy and speed.
• Prepare end‑of‑day reports.
• Answer phones, forward calls and take messages.
• Research information when needed.
• Maintain inventory by checking for any discrepancies.
• Assist in customer inventory reviews.
• Monitor "Open Order" process of customers to ensure all orders are updated.
• Assist the CSR Manager with special assignments as needed.
• Maintain and monitor delivery in Plastic Express database.
• Notify management immediately whenever orders are missed/moved.
• Track daily/weekly/monthly all activities on the customers’ open order reports; ensure they are completed and updated properly.
• Notify management of any discrepancies.
• Monitor and maintain the Open Order Report in the Warehouse database.
• Review customer orders to ensure 100% accuracy.
• Contact CS Manager with any questions on orders.

• 2+ years of experience in customer service (in the transportation industry preferred).
• Type 40 wpm+ with 100% accuracy.

• College degree.
• Knowledge of bulk commodities industry rates and terms.

• Regularly required to see, talk and hear; to stand, walk, use hands to finger, handle or feel, and reach with hands and arms.
• Must be able to lift and/or move up to 10 pounds and occasionally up to 25 pounds.
• Prolonged periods sitting at a desk and working on a computer.

• None.

• Proven interpersonal skills; relationship development and management.
• Ability to work independently and as part of team.
• Ability to recognize onsite risk factors and take appropriate action with firmness and tact.
• Demonstrated proficiency with Microsoft Office products at the following levels:
  • Word, Excel, Outlook:
    Intermediate level of skill.
  • PowerPoint:
    Basic level of skill.
• Global and cultural awareness.
• Ability to multitask, prioritize and work under stress.
• Highest quality written and verbal communication skills.
• Willingness to be cross‑trained in other departments.
• Professional, friendly phone presence.

• This position has no direct reports.

This job operates in a professional office environment. It routinely uses…