What are the responsibilities and job description for the DC Call Center Customer Service Rep position at Langham Logistics, Inc?
Summary
The DC CSA will also interface with other Langham employees to ensure that information flow is timely and accurate to meet all customer requirements and expectations.
The Distribution Center (DC) Customer Service Administrator (CSA) ensures that product received into and shipped out of our warehouse is scheduled, received, tracked, and invoiced accurately and timely and according to all customer specifications. The DC CSA will interface with external customers and warehouse personnel, carriers, etc. to ensure the smooth flow of paperwork into and out of the Langham warehouse and according to customer and CSR requirements. DC CSA’s must be able to be cross trained on all customers to ensure coverage during absences. DC CSA’s may be asked to work various shifts or overtime based on customer needs.
The DC CSA will also interface with other Langham employees to ensure that information flow is timely and accurate to meet all customer requirements and expectations.
**Work Hours: 8AM - 4PM or 9AM - 5PM
Key Outcomes Expected
- Ensure the timely and accurate flow of products into and out of the customer service to the warehouse according to customer requirements and needs; Act as a liaison between customer service and the warehouse.
- Retrieve customer information, via the web interface, e-mail, or fax, and schedule carrier pickups and delivery.
- Notify customer service team lead/supervisor of any damaged good or shorts on inventory and work to resolve issues.
- Conduct manual entries into the system for inventory control on products and items that are not picked via an RF gun.
- Confirm all closed tickets, generate packing slips and shipping labels.
- Notify customer service of order status either through e-mail confirmation or providing tracking numbers, based on the customer’s technological requirements.
- Maintain routing guides where appropriate, e.g. how to pack items, how to ship, which carriers to use, etc., according to customer specifications.
- Proactively communicate with supervisor when customer requirements or expectations exceed previous agreements or requests fall outside of established parameters or policies.
- Establish and promote positive communication within Langham internal departments to increase collaboration and reduce inefficiencies.
- Respond to e-mails and voice mails in a timely manner.
Critical Skills, Knowledge and Abilities
- Demonstrates effective verbal, written, and interpersonal skills. Can effectively communicate with a variety of individuals with diverse backgrounds and roles (customers, carriers, vendors, employees).
- Demonstrates customer service orientation.
- Able to read, interpret, and use forms and other visual instructions in order to perform required work.
- Proactive in anticipating and alerting others to problems with projects or processes.
- High detail orientation and accuracy.
- Takes initiative and needs little supervision.
- Able to prioritize, organize tasks and time, and follow up. Performs responsibilities efficiently and timely; able to juggle multiple requests and meet multiple deadlines.
- Able to think logically and analytically in solving problems.
- Works well in a team environment and as part of a team.
- Proficient in basic computer skills, i.e. Microsoft Word, Excel, Internet usage (e-mail).
- Demonstrates proficiency in basic mathematic
Experience and Education
- Highschool diploma or GED required
- Prefer at least 5 years' customer service or call center experience
- SAP/S4 HANA experience referred.
Physical Demands and Work Environment: Must be able to work proficiently with computers and other office equipment. Work is performed in an office environment
