What are the responsibilities and job description for the Order Fulfillment Representative position at East Coast Warehouse & Distribution?
About East Coast Warehouse & Distribution
">We are a leading provider of warehouse and distribution services, dedicated to delivering exceptional customer experiences through our collaborative approach.
Job Summary
">- This role involves working collaboratively with internal teams to provide timely and accurate order processing, handle customer inquiries, and ensure seamless communication between customers and warehouse operations.
- You will work closely with logistics, warehouse, and sales teams to ensure timely and accurate fulfillment of customer requests.
Responsibilities
">- Provide exceptional customer service by serving 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.
- Resolve customer complaints and address issues professionally to maintain customer satisfaction.
Warehouse Support & Logistics
">- Collaborate 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.
Data Management & Reporting
">- Accurately record 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 Enhancement
">- Provide customer feedback and insights to improve warehouse operations and support internal teams.
- 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.
Requirements
">- A high school diploma or equivalent is required; an associate's or bachelor's degree is preferred.
- 1-3 years of experience in customer service, preferably in a warehouse, logistics, or distribution environment.
- Strong communication and problem-solving skills are essential.
- Proficiency in warehouse management systems (WMS), Microsoft Office (Excel, Word, Outlook), and customer service software is necessary.
- The ability to multitask, prioritize, and work in a fast-paced environment is crucial.
- Knowledge of supply chain, shipping, and warehouse processes is a plus.
Work Setting
">- This is an office-based role within a warehouse setting, requiring occasional interaction on the warehouse floor.
- A fast-paced, customer-driven environment with frequent problem-solving and communication needs.
