Customer Service Representative

The Rhenus Group is one of the leading logistics service providers operating worldwide. We offer tailor-made solutions along the entire supply chain for companies from a wide diversity of industries. From multimodal transports to perfect warehousing, from smooth customs clearance to innovative value-added services:
We always keep our pulse on the times and are at our customers' side.

Reporting to the Account Manager, the Customer Service Representative serves as the primary point of contact for customers, ensuring a high level of service throughout the warehouse fulfillment process. This role is responsible for managing customer communications, resolving inquiries, coordinating with operations, and maintaining accurate customer records to ensure timely and effective service.

The successful candidate will be a proactive communicator with strong organizational skills, excellent attention to detail, and the ability to manage multiple priorities in a fast-paced contract logistics environment. At Rhenus Logistics, we are committed to delivering exceptional customer experience while continuously improving the way we serve our customers.

• Serve as the primary point of contact for assigned customer accounts, providing timely, professional, and solutions-focused support.
• Respond to customer inquiries promptly, communicate shipment or operational updates, and proactively manage customer expectations.
• Coordinate closely with warehouse operations to resolve service issues, investigate discrepancies, and ensure customer requirements are met.
• Take ownership of customer concerns through resolution, escalating issues to management when appropriate.
• Track customer requests, value-added services, and operational activities while maintaining accurate documentation and shared records.
• Coordinate weekly billing activities with the Finance team to ensure timely invoices, resolve billing discrepancies, and support the weekly billing cycle.
• Assist with customer claims by gathering documentation, maintaining claim records, and supporting investigations alongside the operations team.
• Prepare and maintain customer reports, KPI trackers, meeting minutes, contracts, and operational documentation using Microsoft Excel and shared file systems.
• Participate in regular customer meetings and internal operational reviews, providing updates and supporting continuous improvement initiatives.
• Maintain accurate customer information within warehouse management systems and internal databases.
• Collaborate with cross-functional teams to ensure service expectations, contractual commitments, and customer deliverables are consistently achieved.
• Promote a safe, organized, and customer-focused work environment while demonstrating Rhenus values in daily interactions.
• Perform other duties and special projects as assigned.

• 2+ years of customer service, account coordination, or customer support experience within logistics, warehousing, distribution, manufacturing, or a related industry.
• Bachelor's degree in Business, Supply Chain Management, or a related field is preferred, or an equivalent combination of education and relevant experience.
• Experience supporting customers in a contract logistics or warehouse environment is considered a strong asset.
• Excellent verbal and written communication skills with a strong customer service mindset.
• Proficiency with Microsoft Office, particularly Excel and Outlook; experience preparing reports, maintaining spreadsheets, and managing customer documentation.
• Experience using Warehouse Management Systems (WMS);
  Blue Yonder experience is considered a strong asset.
• Strong organizational, multitasking, and time…