Customer Service Agent

3 days ago

Aurora, United States DSV AS Full time
DSV - Global transport and logistics
In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Our reach is global yet our presence is local and close to our customers. Read more at www.dsv.com

Location: ((Aurora, IL))

Division: ((Solutions))
Job Posting Title: ((Customer Service Agent))
Time Type: ((Full Time))

Department: AdminCorporateOpsSafety Training

FLSA Status:Exempt Non-Exempt

Job Status: F/TP/TTemporary

Amount of Travel Required (%): 0%

Reports To: Supervisor

Direct Reports: None

System Job Title: Customer Service Agent (CSA-02)

POSITION SUMMARY

The CSR is responsible for building rapport and trust with Clients by delivering exceptional service to them consistently. Client Service Representatives are responsible for accurate and timely data entry of shipping and receiving information for single and/or multiple Customers. CSRs are also responsible for accurate and timely order processing to support the efficient operation of the site.

As part of the DSV team, Associates are expected to meet company objectives in the areas of performance, safety, and quality. Associates are expected to comply with all corporate and site-specific policies.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Service

  • Process and input all customer orders.
  • Running and printing shipments from WMS.
  • Run stock reports to check for product availability.
  • Generate all related paperwork and necessary information required for customer work orders
  • Checking all orders for special requests
  • Expediting any order as necessary, trace orders as required and notify customer of any activity concerning their merchandise.
  • Follow up with other departments to ensure the service standards are being met.
  • Assure proper invoicing of accounts by verifying customers as required.
  • Handles returned merchandise in an efficient manner and assure proper credit is given to the customer.
Customer Interfacing Activities
  • Maintain a good working relationship with customers by responding to all inquiries and complaints concerning work-orders, invoicing, shipments, inventory management, including any signs of customer dissatisfaction.
  • Act as a liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes.
Documentation
  • Ensure the accuracy of all receiving and shipping documents.
  • Gather and maintain all data and records relative to shipping and receiving activities.
  • Assure that receiving counts match packing lists and purchase orders and that shipping count match picking documents.
  • Prepare any reports concerning customer service as required by supervisors.
  • Assist in resolving any discrepancies.


Data Entry
  • Operate the computer terminal in a proficient manner.
  • Enter and verify data regarding customer orders, shipments, receipts, physical inventories, adjustments, etc., in an accurate and timely fashion.
Clerical
  • Oversee all paperwork associated with orders and maintain the corresponding files.
  • Answer phone calls and operates various types of office machines and computers necessary to perform duties.
  • Greet customers and visitors to the office.
  • Effectively correspond with customers as required.
Communication
  • Answer incoming telephone calls in a cheerful, courteous, and timely manner.
  • Promptly route each call to the proper party, taking messages when necessary.
  • Assist callers with general information and inquires.
  • Direct visitors to appropriate department.
  • Assist drivers at check in window various times though out the day.
OTHER DUTIES (Site Specific)
  • CSR's may be expected to cross train in other administrative staff functions to support the site and contribute to associate development.
  • Work overtime as dictated by business whether mandatory or voluntary.
SUPERVISORY RESPONSIBILITIES
  • None
MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience
  • Must have a high school diploma or general education degree (GED).
  • 1 year experience in Customer Service-related capacity
  • Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months can range from mild to moderate
Certificates, Licenses, Registrations or Professional Designations
  • N/A
SKILLS, KNOWLEDGE AND ABILITIES

Computer Skills
  • Intermediate computer skills
  • Proficient with MS Office Applications
  • WMS functions
Language Skills
  • English (reading, writing, verbal)
  • Business writing proficiency
Mathematical Skills
  • Intermediate level to verify quantities of product, count inventory, or perform other duties associated with handling, storing, and distributing client products.
Other
  • Strong attention to detail accuracy and accomplish job task in a timely manner.
  • Ability to perform duties with minimal supervision or guidance.
  • Ability to multi-task
  • Effective communication skills
  • Must be able to effectively adapt to change and thrive in a stimulating, fast-paced work environment.
PREFERRED QUALIFICATIONS
  • 1-3 years warehouse/logistics support experience
  • 2-3 years' experience in Customer Service-related capacity
PHYSICAL DEMANDS

Occasionally
  • Handling/Fingering, Sitting
Frequently
  • Bending
Constantly
  • Walking and Standing
Ability to Lift/Carry and Push/Pull
  • 21-50 pounds
    • Reach above shoulder, reach outward, squat, or kneel.


Other Physical Requirements:

WORK ENVIRONMENT

While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this position description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at hr@us.dsv.com. If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. DSV reserves the right to defer or close a vacancy at any time.

DSV - Global transport and logistics

DSV is a dynamic workplace that fosters inclusivity and diversity. We conduct our business with integrity, respecting different cultures and the dignity and rights of individuals. When you join DSV, you are working for one of the very best performing companies in the transport and logistics industry. You'll join a talented team of approximately 75,000 employees in over 80 countries, working passionately to deliver great customer experiences and high-quality services. DSV aspires to lead the way towards a more sustainable future for our industry and are committed to trading on nature's terms.

We promote collaboration and transparency and strive to attract, motivate and retain talented people in a culture of respect. If you are driven, talented and wish to be part of a progressive and versatile organisation, we'll support you and your need to achieve your potential and forward your career.

Visit dsv.com and follow us on LinkedIn, Facebook and Twitter.

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