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Client Support Specialist

2 months ago

Allentown, Pennsylvania, United States GEODIS Group Full time

Customer Service Representative - Monday to Friday, 9am to 5:30pm

Job Category: Operations

Requisition Number: CUSTO16008

Job Overview:

As a Customer Service Representative, you will be the primary point of contact for our clients, ensuring their needs are met with professionalism and efficiency.

Key Responsibilities:

  1. Engage with customers through various communication channels including phone, email, and in-person interactions to process orders and modifications.
  2. Address and resolve customer complaints related to billing or service issues, escalating matters to appropriate departments when necessary.
  3. Input and manage customer orders and receipts, while conducting stock assessments to ensure product availability.
  4. Prepare all necessary documentation for customer work orders, ensuring accuracy in special requests and inventory records.
  5. Coordinate urgent shipping requests with logistics teams to expedite order fulfillment.
  6. Track orders and provide customers with updates regarding their shipments and any related activities.
  7. Verify invoicing accuracy by cross-checking computer-generated invoices.
  8. Maintain strong relationships with customers by addressing inquiries and complaints in a courteous and efficient manner.
  9. Report customer feedback to management, highlighting any signs of dissatisfaction.
  10. Act as a liaison between the warehouse and customers, managing account administration and invoicing adjustments.
  11. Handle administrative tasks related to customer orders, including maintaining customer files.
  12. Perform general clerical duties such as answering phone calls, operating office equipment, and greeting visitors.
  13. Keep an updated procedure manual detailing processing requirements for each account and prepare reports on customer service activities.
  14. Notify management of any customer requests for changes in shipping or handling procedures.
  15. Collaborate with management on product routing for customers.
  16. Fulfill additional duties as assigned.
  17. For food-related accounts, report any food safety concerns to senior management.

Qualifications:

Education and Experience:

High school diploma or equivalent required. A minimum of 6 months of relevant experience is preferred. Familiarity with AS400 operating systems and warehouse management systems is advantageous.

Essential Skills:

  • Proficient in writing reports, business correspondence, and procedural manuals.
  • Ability to effectively present information and respond to inquiries from managers, customers, and colleagues.
  • Strong problem-solving skills with the ability to navigate complex situations.
  • Capability to interpret various forms of instructions provided in written, oral, or diagrammatic formats.

Work Environment:

This role requires regular use of hands for various tasks, frequent sitting, reaching, and communication. Occasional lifting of up to 25 pounds may be necessary. Employees may encounter moving mechanical parts and varying climate conditions.

The responsibilities outlined in this job description are considered essential functions, created in accordance with the standards of the Equal Employment Opportunity Commission (EEOC) and the Americans with Disabilities Act.