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Service Operations Representative

2 months ago

Allentown, Pennsylvania, United States GEODIS Group Full time

Customer Support Associate - Monday to Friday, 9 AM to 5:30 PM

Job Category: Operations Requisition Number: CUSTO16008

Job Overview

Key Responsibilities:

Engages with clients through various communication channels including phone, email, and in-person interactions to process orders and modifications to services.

Addresses and resolves complaints related to billing or service issues, directing unresolved matters to appropriate departments for further investigation.

Handles the processing and entry of all customer orders and receipts, while generating stock reports to ensure product availability.

Prepares all necessary documentation and information required for customer work orders, ensuring all orders meet special requests and maintaining accurate inventory records.

Coordinates urgent shipping requests with logistics teams, prioritizing orders as needed.

Tracks orders and informs clients of any updates regarding their shipments, including shipping and tracking details.

Ensures accurate invoicing by verifying computer-generated invoices for correctness.

Maintains positive relationships with clients by promptly addressing inquiries and complaints regarding receipts, invoices, shipments, and inventory counts in a professional manner.

Communicates customer feedback to management, highlighting any indications of client dissatisfaction.

Acts as a liaison between the warehouse and clients in managing accounts, as well as between the office and clients concerning invoicing and credit adjustments.

Completes administrative tasks related to orders, including maintaining customer files.

Performs clerical duties as necessary, such as answering phone calls, operating office equipment, corresponding with clients, and welcoming visitors.

Keeps an updated procedure manual detailing processing requirements for each account; prepares reports on customer service activities and undertakes other related duties as required.

Informs management of any requested changes from clients regarding shipping, handling, or administrative aspects.

Collaborates with management on product routing for clients.

Undertakes additional responsibilities as assigned.

For food-related accounts, responsible for reporting food safety issues to senior management to initiate appropriate actions.

Qualifications:

Education and Experience:

High school diploma or equivalent (GED) required.

At least 6 months of relevant experience and/or training preferred.

Familiarity with AS400 operating systems and warehouse management systems is advantageous.

Proficient in Microsoft Outlook, Word, and Excel.

Essential Skills:

Ability to compose reports, business correspondence, and procedural manuals.

Capability to effectively present information and respond to inquiries from managers, clients, and colleagues.

Strong problem-solving skills to address practical issues and manage various concrete variables in situations with limited standardization.

Ability to interpret a variety of instructions provided in written, oral, diagrammatic, or schedule form.

Work Environment:

While performing the duties of this position, the employee is regularly required to use hands for various tasks. The employee frequently sits, reaches with hands and arms, and communicates verbally. Occasionally, the employee may lift or move up to 25 pounds. The role may involve exposure to moving mechanical parts and vehicles, as well as varying ambient lighting and climate conditions.

The statements above are intended to describe the general nature and level of work being performed. They are not exhaustive lists of all responsibilities, duties, and skills required for personnel classified in this role.