What are the responsibilities and job description for the Customer Service Representative position at Rhenus Group?
Business Unit:
Business Line:
Target Hire Date:
What You Can Expect :
Reporting to the Operations Manager, the Customer Service Representative (CSR) is the first point of contact for our customers. This role is responsible for addressing customer inquiries, tracking shipment status, and resolving any issues or concerns that may arise during the warehouse process. Your exceptional customer service skills will play a critical role in ensuring customer satisfaction and maintaining positive relationships with our clients.
There are two (2) positions available supporting different shifts (1st Shift 7:00 am - 3:30 pm & 2nd shift 12:00 pm - 8:30 pm) . These positions will report to the facility each scheduled workday as they support the warehouse functions.
What You Bring:
Principle Accountabilities
- Improve the customer service experience, create engaged customers, and facilitate organic growth while ensuring the overall satisfaction and loyalty of all customers.
- Ensure all customer emails are acknowledged within 2 hours of receipt with resolution to the question/concerns within 24 hours.
- Support customer and operations inquiries regarding orders and shipping information.
- Arrange transportation with external vendors and carriers.
- Ensure all inbound deliveries and outbound orders are processed within the customer specific SLA timeframe and communicate any delays to operations management and/or customer.
- Work with other CSRs to assist on their process when required.
- Take ownership of customer issues and follow through to an optimal resolution; escalate to management when required.
- Ensure the monthly invoicing is completed as per prescribed schedule.
- Maintain a clean, safe, and healthy work environment by establishing, following, and enforcing standards and procedures.
- Demonstrate our culture and Rhenus values in the daily operations.
Education & Work Experience Requirements / Skills
- Strong troubleshooting and multitasking skills
- Good communication skills and etiquette, both verbal and written
- Ability to multitask and prioritize
- Detail oriented, responsible and accountable
- Ability to maintain goal oriented focus in a busy work environment
- Good understanding of customer deliverables and the impact of failure / cost of poor quality
- Strong analytical and problem solving skills and able to establish logical practical solutions
- Strong people skills
- Computer literate with good numeric skills
- Customer service orientation
- Able to work additional hours as required based on operational need
