Customer Service Support Associate

4 weeks ago

Coatesville, Pennsylvania, United States Witmer Public Safety Group Full time


SUMMARY

The Customer Service Support Associate is responsible for providing administrative and transportation-related services support to the customer service department and other departments when needed. The role ensures that all tasks are completed in a timely and accurate manner to support the effective and efficient operation of the organization.

NOTE: This position is onsite, in-person at our Coatesville, PA headquarters, located across from the Chester County Airport with easy access to express Route 30.

The schedule for this position is Monday-Friday, from 8:30am-5:30pm with an hour unpaid lunch.

Duties/Responsibilities:
  • Manage the freight claims process, including filing claims with shipping carriers, tracking their progress, and ensuring timely resolution. Respond to customer claims and maintain accurate documentation. Provide progress updates to the Customer Service Manager (CSM) monthly.
    • Request freight quotes from vendors and deliver them to sales reps & customers promptly.
    • Provide return labels to Outside Sales Associates (OSAs).
    • Process order requests received in the Customer Service department via fax, email, or mail.
    • Take meeting minutes, draft them for CSM review, and distribute accordingly.
    • Process mailing of catalog requests received in Customer Service.
    • Draft and distribute the daily update email for the Customer Service Team, pending CSM approval.
    • Assist with customer or vendor emails and voice mails as needed.
    • Support the Call Center Manager and/or Supervisor in creating schedules (e.g., lunch, overtime, and Saturday schedules, if applicable).
    • Assist Call Center leadership with problem-solving and issue resolution.
    • Create communications for staff, customers, and/or vendors.
    • Receive inbound customer calls and make outbound calls as needed.
    • Maintain the appearance and organization of the copier area, including managing supplies.
    • Provide backup support for delivery and distribution of internal mail.
    • Serve as a backup for the Switchboard Receptionist during absences.
    • Comply with all Witmer Public Safety Group policies and procedures.
    • Perform any other duties or projects assigned by the management team.
    Requirements
    • Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
    • Associate degree or equivalent experience with working knowledge of shipping and claims processes.
    • At least two years of related experience or a combination of education and experience.
    • Ability to type at a minimum speed of 60 words per minute.
    • Knowledge of modern office procedures, including telephone communications, office systems, and record-keeping.
    • Familiarity with formatting letters, memoranda, and reports in accordance with professional standards.
    • Strong critical thinking skills, including the ability to identify issues, consider solutions, and seek assistance when necessary.
    • Ability to meet deadlines, manage shifting priorities, and maintain a calm, professional demeanor under pressure.
    Physical Demands and Work Environment

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be provided to enable individuals with disabilities to perform the functions.

    While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to forty-five pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is typically low to moderate.

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