Customer Service and Shipping Coordinator

We are looking for a curious person who wants to learn about our products to provide our customers outstanding service. The right candidate will have solid math and good decision-making skills. The perfect candidate wants to serve customers and coworkers. Great administrative and organizational skills will come in handy. This position is also cross trained as our Shipping Coordinator. The work schedule is 7:00 am to 3:00 pm with opportunities to work up to 5:00 p.m. as needed for Customer Service. We are a team and hire team players.

Job Description: Customer Service Representative and Shipping Coordinator

Reports to: Operations Manager

FLSA Status: Full-time, non-exempt

Purpose:

CSR:

Perform Customer Service duties. Responds to incoming calls, emails, and online requests to process orders. Follows up and troubleshoots all orders from entry through satisfactory completion. Ability to work in a high volume, fast paced office.

1. Provide customers quotes

a. Follow the quoting procedure with precision to produce accurate bids.

b. Follow up on quotes on a daily basis, especially for bigger projects.

2. Process orders

a. Convey an understanding of our products, capabilities to assist customers with placing orders.

b. Enter orders accurately and efficiently.

c. Verify order information for correctness and completeness. Compute charges.

d. Inform customers of order information such as unit pricing, anticipated shipping, and delivery dates.

e. Initiate contact to inform customers of any anticipated delays.

f. Maintain accurate and contemporaneous data entry to maintain customer account and payment information.

3. Manage customer relationships

a. Respond to incoming calls. Respond to customer problems or complaints, especially with ship dates, missing rings, etc.

b. Provide prompt and accurate notifications to customers.

c. Collaborate with customers to identify best products for customers’ needs. Ensure the customer’ makes the decision.

d. Shop for most efficient shipping methods.

e. Make collection calls once payment is five days overdue.

f. Initiate credits for any refunds or adjustments. Forward to Geoff or Buff for approval.

4. Maintain open communication with team members in the factory.

a. The order form should convey customer needs in an informed and logical manner.

b. Works with production staff to resolve any customer or production needs.

5. Complete compliance certificates for clients and vendors as requested.

a. Maintain customer compliance files and records

b. Reply promptly to requests to complete Certificates of Compliance, Certificates of Origin and NAFTA documentation.

Shipping Coordinator:

1. Conduct negotiations with freight representatives and investigate new carriers and opportunities.

a. Understand pricing structures used by freight brokers such as CH Robinson and TForce Logistics.

b. Understand legal terms and terms such as, FOB points, prepaid vs. collect vs. prepaid & add; Section 7 signoffs, piece counts, class 50 designations, FAK 50, carrier liabilities, damage claims, concealed damages, and accessorial charges.

c. Work with flatbed brokers to price and obtain carriers. Follow up to make sure planned pickups will be made on time.

2. Contact various freight carriers to arrange shipments.

a. Stay aware of any freight carriers’ changes in shipping requirements. Work with sales and schedule to arrange nose-load and other special shipments with the freight carriers at least 24 hours in advance.

b. Inspect ship plan to mitigate any added expenses to MMP.

c. Resolve issues with carriers. Make quick decisions.

d. Arrange shipments using online portals.

3. Manage relationships with freight carriers.

a. Remain in frequent contact with carriers and representative to maintain a positive relationship. Find out how carriers want our product loaded onto their trailers. Ensure our product is not creating issues at their end.

b. Assist with changing documentary requirements.

c. Speak from knowledge base of DIM weight pricing when contesting carriers on reweighs and cubic feet charges.

d. Understand class designations and be prepared to dispute NMFC (National Motor Freight Classification) rulings.

e. Work with carriers to locate lost or misrouted freight. Call customers to investigate misrouted products. Search production floor for lost items.

f. Ensure claims are filed on lost or damaged freight and follow up to make sure claims are honored.

4. Prepare and assemble required shipping paperwork daily. (Bills of lading, packing slips, ship plan instructions to the shippers in the shop, FedEx, and UPS.)

a. Contact customers with items on Will Call to determine how and when those items will be picked up. Notify FedEx of any Express (i.e., Next Day Air) shipments.

b. Work closely with shipping clerk to determine proper packaging and preparation of shipments to meet customer needs and freight carrier requirements.

c. Prepare and assemble export paperwork for shipments to Canada, Mexico and worldwide. Prepare annual batch paperwork for customers who need an export template such as Donaldson or McMaster-Carr.

5. Inspect and sign for customer returns.

6. Reply promptly to requests to complete Certificates of Compliance, Certificates of Origin and NAFTA documentation.

7. Office liaison to shipping department.

a. Structure and maintain organization of shipping dock.

b. Maintain shipping rotation schedule.

c. Provide training to shippers to minimize errors.

Education and Experience

High School diploma, general curiosity, and willingness to ask questions. Reliable, initiative taker, ability to learn from mistakes and good follow through are essential qualities. Office experience in manufacturing industry required, shipping experience, a plus.

Knowledge, skills, and abilities

1. Ability to analyze, think critically, explain alternatives, make good judgments as well as quick decisions.

2. Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

3. Ability to read and interpret drawings and descriptions.

4. Mathematical reasoning and critical thinking to identify best alternatives to estimate costs.

5. Ability to manage multiple priorities.

6. Effective oral and written communication skills with all levels of employees within the company and to the public.

7. Proficient in Microsoft Office ® programs, including Word®, Excel® and PowerPoint®; and navigating the Internet.

8. Ability and temperament to work as part of a team.

Physical Demands and Working Conditions

1. Viewing computer terminal, perceiving, and analyzing data.

2. Keyboarding requires bi-manual dexterity and fingering.

3. Communication requires an ability to express oneself as well as perceive and exchange ideas.

4. The employee is exposed to heat, cold, and dust as well as industrial noise and proximity to moving mechanical parts and vehicles when entering the plant on a daily basis.

5. Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

6. The employee is frequently required to stand and walk.

7. The employee is required to be physically present and remain awake and coherent during all work time.

Job Type: Full-time

Pay: From $24.00 per hour

Expected hours: 40 – 50 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Application Question(s):

• Describe your shipping experience.
• How many years of customer service experience do you have in a manufacturing environment?

Ability to Commute:

• Michigan City, IN 46360 (Required)

Work Location: In person

Salary : $24