Customer Service Agent

Time Type : Full Time

Full Time

Position Summary

The CSA is responsible for building rapport and trust with Clients by delivering exceptional service to them consistently.

Client Service Representatives are responsible for accurate and timely data entry of shipping and receiving information for single and / or multiple Customers.

CSAs 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Service

• Process and input all customer orders.
• Data entry of key information into DSV's logistics order platform.
• Work to secure transportation carriers to facilitate customer shipments, ensuring on-time pick-up and deliveries per customer requests.
• Generate all related paperwork and necessary information required for customer work orders.
• Checking all orders for daily for status updates
• Expediting 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.
• Handles returned merchandise in an efficient manner and assure proper credit is given to the customer.

Customer Interfacing Activities

• 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.

Documentation

• Ensure the accuracy of all receiving and shipping documents.
• Gather and maintain all data and records relative to shipping and receiving activities.
• Assure that receiving counts match packing lists and purchase orders and that shipping count match picking documents.
• Prepare any reports concerning customer service as required by supervisors.
• Assist in resolving any discrepancies.

Data Entry

• Operate the computer terminal in a proficient manner.
• Enter and verify data regarding customer orders, shipments, receipts, physical inventories, adjustments, etc., in an accurate and timely fashion.
• Parcel Tracking Data Entry

Clerical

• Oversee all paperwork associated with orders and maintain the corresponding files.
• Answer phone calls and operates various types of office machines and computers necessary to perform duties.
• Greet customers and visitors to the office.
• Effectively correspond with customers as required.

Communication

• Answer incoming telephone calls in a cheerful, courteous, and timely manner.
• Communicate not only with each customer, but other suppliers also working on similar project.
• Construct, forward and reply to emails with intelligent responses, providing direction and clear understanding of what is required.
• Utilize company IM (Instant Message) platform with co-workers and manager has needed to complete tasks.

Warehouse Functions :

• Light warehouse duties.
• Must be able to lift and move boxes up to 30 lbs.

OTHER DUTIES (Site Specific)

CSA’s may be expected to cross train in other administrative staff functions to support the site and contribute to associate development

SUPERVISORY RESPONSIBILITIES

None

MINIMUM REQUIRED QUALIFICATIONS

Education and / or Experience

• Must have a high school diploma or general education degree (GED).
• 1 year experience in Customer Service-related capacity

Certificates, Licenses, Registrations or Professional Designations

N / A

SKILLS, KNOWLEDGE AND ABILITIES

Computer Skills

• Intermediate computer skills
• Proficient with MS Office Applications
• WMS functions

Language Skills

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

Mathematical Skills

Intermediate level to verify quantities of product, count inventory, or perform other duties associated with handling, storing, and distributing client products.

Other

• Strong attention to detail accuracy and accomplish job task in a timely manner.
• Ability to perform duties with minimal supervision or guidance.
• Ability to multi-task
• Effective communication skills
• Must be able to effectively adapt to change and thrive in a stimulating, fast-paced work environment.

PREFERRED QUALIFICATIONS

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

WORK ENVIRONMENT

While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals.

The noise level in the work environment is usually low to moderate.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.