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Customer Support Associate/Account Manager

5 months ago

Milwaukee, United States Smart Warehousing Full time

** Customer Support Associate/Account Manager**

**Job Category****:** Warehouse Operations **Requisition Number****:** ACCOU001292 Showing 1 location **Job Details**

**Description**

****Who We Are****

Smart Warehousing is not your typical warehousing company. Our technology platform makes complex omnichannel fulfillment and warehousing Smart, Flexible & Responsive so that our customers can focus on what they do best. We have built our software, SWIMS and Bubbles, to tech-enable people, giving us a key competitive advantage in solving the most challenging fulfillment requirements. We ship millions of orders for almost 1,000 customers across 30 warehouses nationwide (approximately 10MM sqft). Our vertical integration allows us to boldly claim: Our people, our buildings, our tech and our promise as we serve the customer and care for our team.

**POSITION DETAILS:**

Daily responsibilities and activities include, but are not limited to, order and inventory management, customer service, data entry, report generation and analysis, auditing, quality and control, internal and external communications, transportation coordination, personnel management and misc. administrative duties.

**ESSENTIAL DUTIES AND RESPONSIBILITIES:**

* Serves as the first point of contact for our customers at the warehouse level.

* Provides high level customer service and operational support to our customers at the respected warehouse.

* Maintains an open-line of communication with customers and is continually engaged with their business products and needs.

* Customer interaction encompasses consistent in-person, phone, and e-mail correspondence, and would include the resolution of order or billing problems in relation to the assigned warehouse.

* Research shipment tracking requests and provides feedback, including resolution of misplaced orders and/or shipments.

* Internally communicates with the business development, sales, integrations, and other internal workstreams as needed.

* Works closely with the internal IT department to support resolving customer issues.

* Assists with operational procedures including sorting, loading/unloading activities, shipment processing and documentation, manifesting, packaging, and sending shipment status information.

* Reviews and administers the order process within the warehouse.

* Keys data into our proprietary system (SWIMS) and maintains order and customer data as directed.

* Engages the Process Compliance Team for assistance and guidance in dealing with complex or escalated issues.

* Completes other duties as assigned by the Warehouse Manager.

**THE PERSON | MINIMUM REQUIREMENTS:**

* High school diploma or GED equivalent

* 1+ years of experience in a customer service-related position.

* Intermediate level of proficiency with Microsoft Office, Word, Excel, Power Point and technology in general.

* Strong oral and written communication, problem solving and interpersonal skills; ability to quickly build rapport with both customer and Smart Warehousing business units

* A creative and innovative thinker to bring successful resolution to customer issues

* Proven track record of taking initiative to accomplish tasks in creative ways with a sense of urgency and assertiveness

**KEY ATTRIBUTES:**

* Must have excellent customer service skills and outstanding communication

* Must be well organized

* Excellent attention to detail is a must

* Self-motivated and willing to go above and beyond for the customer

****REASONS TO COME WORK FOR SMART:****

At Smart we offer a wide range of employee benefits including, but not limited to:

* Competitive compensation packages

* A wide range of benefits including 401K with company match

* Medical, Dental, and Vision healthcare plans

* Parental leave

* Professional growth and internal promotion opportunities due to continuous organizational growth

* Holiday pay

* Flexible work schedules for headquarter positions and multiple shift options for warehouse roles

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**