Customer Service Representative

Evans Distribution Systems is a privately-owned third-party logistics company based out of Melvindale, Mich. Our company is run by a fourth-generation leadership and has operated 3 million square feet of warehousing space in Southeast Michigan for more than 90 years. Evans provides warehousing, fulfillment, value-added, transportation, and staffing services for a variety of customers in automotive, food/beverage, consumer goods, hazmat, paper/raw materials and government service sectors.

At Evans we care about our employees. We provide full benefits after 90 days and we invest heavily in professional development, cross-training, certifications and safety. We have a robust quality systems program that focuses on continuous improvement, lean operations and ISO: certification. We believe in a workplace that celebrates integrity, innovation and technology across all divisions. We embrace a diverse workforce with associates from many backgrounds, education, and professional disciplines.

Discover for yourself why the Evans family continues to grow and how our customers have come to know, it’s easier with Evans.

Position Summary

We are seeking a detail-oriented and customer-focused Customer Service Representative (CSR) to join our fast-paced warehousing and distribution team. The CSR serves as a primary point of contact for customers, managing inquiries, processing orders, coordinating warehouse activities, and resolving service-related issues in a timely, professional, and courteous manner.

This position plays a critical role in ensuring customer products are received, stored, handled, and shipped according to established customer requirements and service standards. The ideal candidate will possess strong communication, organizational, and problem-solving skills, along with experience in warehouse customer service, inventory management, order processing, and billing.

Key Responsibilities

Customer Service and Communication

• Serve as the primary liaison between customers, warehouse operations, transportation, accounting, sales, and management.
• Respond promptly and professionally to customer inquiries, concerns, and complaints regarding shipments, receipts, inventory, work orders, and invoices.
• Provide customers with timely updates regarding product activity, shipping and receiving status, and shipment tracking information.
• Communicate customer feedback, service concerns, and potential dissatisfaction to management.
• Notify supervisors, operations, and sales of changes to customer account requirements, service expectations, or operational parameters.
• Maintain positive, professional relationships with customers through effective verbal and written communication.
• Lead customer meetings and communicate account requirements, service updates, and operational concerns effectively.

Order Processing and Warehouse Coordination

• Process and enter customer orders accurately and in a timely manner using SAP and other applicable systems.
• Generate inventory reports to verify product availability and support order fulfillment.
• Review and enter inbound tally documents into the system, investigate discrepancies, and ensure inventory records are accurate.
• Coordinate special and expedited order requests with transportation and warehouse operations.
• Oversee routine and specialized documentation associated with inbound shipments, outbound shipments, and overages, shortages, and damages (OS&D).
• Assist warehouse personnel with customer-related inquiries and provide accurate information to support daily operations.
• Maintain damage records, back-order logs, and returned-product documentation, ensuring issues are addressed efficiently.
• Reconcile physical inventory counts as requested.
• Maintain accurate hazardous materials information and Safety Data Sheet (SDS) documentation within applicable systems.

Billing, Invoicing, and Account Support

• Prepare customer work orders and generate all required support documentation.
• Ensure customers are billed accurately in accordance with established billing and rating structures.
• Prepare, distribute, review, and file monthly billing documentation within established deadlines.
• Maintain accurate records of customer transactions, billing activities, and account-specific requirements.

Reporting, Documentation, and Compliance

• Prepare and distribute special reports for customers, warehouse operations, and management as requested.
• Maintain current, accurate, and account-specific procedures documenting customer processing requirements.
• Support ISO…