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Customer Service Representative

2 months ago

Toledo, United States ODW Logistics Full time
Summary/Objective
The Customer Service Representative (CSR) handles all administrative duties relating to the receiving, storing, maintaining, shipping and invoicing of our customer's inventory.The CSR works directly with the warehouse leadership team, associates, and customers.

Essential FunctionsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1.Processes and monitors shipping and receiving transactions and documentation, including, but not limited to receipts, bills of lading, orders, confirming shipments for specific customers to ensure timeliness and accuracy

2.Communicates effectively with transportation, OFR, management, co-workers, and customers choosing the proper media (phone, email, face-to-face)

3.Manages customer information using Warehouse Management System and Microsoft Office Products and generates reports for customers per their requirements

4.Monitors damaged and/or on-hold product and notifies vendors and works with OFRs.

5.Works continuously to exceed customer expectations by:

a.Responding promptly to customer inquiries

b.Handling all situations to establish win-win outcomes in the best interests of customers and the organization

c.Building and maintaining long-term relationships with internal and external customers

d.Organizing workflow to exceed customers' timeframes

e.Obtaining and evaluating all relevant information to handle product and service inquiries

f.Developing and sustaining an intimate knowledge of customer systems, expectations, and requirements and anticipating customers' needs

6.Provides suggestions for continuous improvement

7.Researches, resolves, and communicates customer, inventory, order and inbounds discrepancies

8.Prepares hazardous and international documents.

9.Other duties as assigned.

Education and Experience

•1-2 years of customer service or related work.

•Microsoft Office software, data entry, and internet application experience.

•High School graduate or equivalent.

•Warehouse Management System (AS400) experience.

Minimum Physical Requirements

•General office working conditions.

•Workweeks in excess of 40 hours may exist periodically through the year.

•Occasional weekend work.

•Must be able to work in a fast passed, team oriented environment dedicated to exceeding customer expectations and to the achievement of safety, quality and productivity goals in a time sensitive environment.

•Requires the ability to frequently sit and use hands in a repetitive motion on the computer.

•Occasionally requires the ability to lift/carry boxes up to 50 lbs.

ODW Competencies

•People Focused: Recognize that having great people is the ultimate competitive advantage.

•Customer Driven: Deliver the optimal customer experience (internal and external).

•Business Acumen: Learn and apply position expertise and industry knowledge.

•Results Driven: Show personal desire, energy and focus to succeed against high standards.

•Innovative: Think differently and be innovative for better business results.

DISCLAIMER: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification.It is not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, success profile characteristics or qualifications required of employees assigned to this job.Management retains the discretion to add to or change the duties of the position at any time.