What are the responsibilities and job description for the Customer Service Representative position at East Coast Warehouse & Distribution?
The Customer Service Representative (CSR) is responsible for providing excellent customer support, processing orders, handling inquiries, and ensuring smooth communication between customers and warehouse operations. The CSR will work closely with logistics, warehouse, and sales teams to ensure timely and accurate fulfillment of customer requests.
Key Responsibilities:
Customer Support & Order Processing:
- Serve as the primary point of contact for customer inquiries regarding orders, shipments, inventory, and general service needs.
- Process customer orders accurately and efficiently in the warehouse management system (WMS).
- Communicate order status, shipping details, and any delays to customers in a timely manner.
- Handle customer complaints and resolve issues professionally to maintain customer satisfaction.
Warehouse Coordination & Logistics Support:
- Work closely with warehouse and logistics teams to ensure timely picking, packing, and shipping of orders.
- Monitor inventory levels and communicate shortages or stock discrepancies to customers and internal teams.
- Coordinate with carriers and freight companies to track shipments and resolve delivery issues.
Documentation & Data Management:
- Maintain accurate records of customer interactions, order transactions, and issue resolutions.
- Generate and review reports related to order fulfillment, customer complaints, and service metrics.
- Assist with invoicing, billing inquiries, and returns processing as needed.
Team Collaboration & Process Improvement:
- Support internal teams by providing customer feedback and insights to improve warehouse operations.
- Assist in implementing customer service policies and best practices to enhance service quality.
- Participate in team meetings to review performance, discuss challenges, and propose solutions.
Qualifications & Skills:
- High school diploma or equivalent; associate’s or bachelor’s degree preferred.
- 1-3 years of experience in customer service, preferably in a warehouse, logistics, or distribution environment.
- Strong communication and problem-solving skills.
- Proficiency in warehouse management systems (WMS), Microsoft Office (Excel, Word, Outlook), and customer service software.
- Ability to multitask, prioritize, and work in a fast-paced environment.
- Knowledge of supply chain, shipping, and warehouse processes is a plus.
Work Environment:
- Office-based role within a warehouse setting, requiring occasional interaction on the warehouse floor.
- Fast-paced, customer-driven environment with frequent problem-solving and communication needs.
