What are the responsibilities and job description for the Customer Service - Shipping and Receiving position at Versa Pak?
The Customer Service - Shipping and Receiving Representative plays a vital role within the customer service department. This individual is responsible for coordinating and communicating with customers, operations, warehouse coordinators, and shipping personnel to ensure that company objectives and customer requirements are met efficiently. The representative ensures customer orders and requests are processed accurately and in a timely manner, contributing to a seamless sales and shipping process.
Key Responsibilities:
- Manage and coordinate orders based on the production schedule.
- Review production schedules to plan and arrange shipments accordingly.
- Determine shipping timelines and select appropriate carriers.
- Provide general customer service, including order tracking, purchase order inquiries, and proof of delivery (POD) requests.
- Coordinate incoming and outgoing truckload (T/L) shipments.
- Manage freight rates for both less-than-truckload (LTL) and T/L shipments.
- Organize and manage scrap shipments and sold resin loads.
- Collaborate with the quality department to process Certificates of Analysis (COAs) and distribute them to relevant recipients.
- Assist the shipping and receiving team in freight routing.
- Ensure accuracy in received and shipped goods.
- Maintain records of all incoming and outgoing shipments.
- Coordinate shipments by liaising with customers, shipping companies, and internal teams.
- Manage multiple requests, tasks, and deadlines efficiently.
- Provide phone coverage for departmental calls.
- Coordinate orders, inquiries, and shipments for multiple customers and representatives.
- Process and book primarily domestic orders with occasional international transactions.
- Facilitate communication between customers and internal departments to ensure order fulfillment and customer satisfaction.
- Address customer concerns related to order expediting, specific delivery requirements, credits, pricing discrepancies, shipping issues, freight claims, product replacements, and return authorizations.
- Maintain comprehensive knowledge of products and services.
- Develop and foster strong relationships with customers and business partners.
- Respond to customer inquiries regarding pricing, contracts, part numbers, product details, shipping information, freight terms, and anticipated delays via phone, email, or web.
- Obtain freight quotes and coordinate delivery needs with Versa Pak’s operations team.
- Oversee the execution of special or multi-phase projects to ensure timely product delivery and customer satisfaction.
- Work with customers, finance, and other departments to set up new customer accounts.
- Manage and maintain departmental email correspondence.
- Support and implement ERP systems for shipping operations.
- Ensure compliance with all Quality regulations (SQF) and departmental procedures.
- Assist with departmental and cross-functional projects and initiatives.
- Train colleagues on departmental processes.
- Support audit processes and respond to auditor requests.
- Answer phone calls and forward as needed.
Qualifications & Skills:
- Strong attention to detail and accuracy.
- Critical thinking and problem-solving skills.
- Professional and courteous customer interaction abilities.
- Proficiency in computer applications, including MS Word and Excel.
- Effective verbal and written communication skills.
- Excellent organizational and time management capabilities.
- High school diploma or equivalent with 1-3 years of relevant shipping experience, or a combination of education and experience.
