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Service Excellence Representative

2 months ago

Baytown, Texas, United States Ravago Group Full time

Customer Service Representative

Purpose of Role:

The Customer Solutions Specialist acts as the primary liaison for clients regarding inbound and outbound shipments, as well as inventory inquiries. This role is crucial in ensuring that all shipping deadlines are adhered to with the necessary documentation.

Key Responsibilities:

  1. Establish and nurture sustainable relationships with clients through effective communication.
  2. Advocate for client needs by understanding their concerns and proactively addressing any issues.
  3. Lead the resolution process for any shipment and inventory-related challenges.
  4. Respond swiftly to client inquiries and requests.
  5. Collaborate with the Quality Coordinator to investigate discrepancies and develop corrective action plans.
  6. Process and follow up on all client orders by accurately entering data into the warehouse management system.
  7. Ensure adequate inventory levels for outbound shipments and assist clients in meeting their deadlines.
  8. Coordinate shipment appointments with transportation companies.
  9. Monitor client orders from receipt to loading to guarantee timely shipments.
  10. Communicate product needs with relevant teams for allocation.
  11. Escalate inventory or order issues to the appropriate stakeholders.
  12. Assist clients with order modifications due to inventory or timing constraints.
  13. Generate necessary documentation for warehouse personnel regarding shipments.
  14. Work closely with team leads to ensure efficient loading and unloading processes.
  15. Manage inventory title transfers for clients.
  16. Reconcile shipments and outstanding issues daily.
  17. Provide accurate and comprehensive information to relevant parties as required.
  18. Train and provide coverage in the gatehouse as necessary.
  19. Cross-train within the department to ensure coverage.
  20. Adhere to safety procedures and work instructions.

Contacts:

Internal: Inventory & Quality Team, Transportation Teams, Warehouse Leads, Gate Attendant

External: Clients, Client Transportation Teams, Transportation Companies

Skills and Knowledge:

  • Exceptional written and verbal communication skills.
  • Proficient in Microsoft Office applications, particularly Outlook, Word, and Excel.
  • Adaptability in a dynamic work environment.
  • Strong organizational and prioritization abilities.
  • Excellent phone etiquette and active listening skills.
  • Ability to work independently while effectively coordinating with team members.
  • Proven teamwork skills and the ability to maintain a professional demeanor.
  • Capacity to produce high-quality work efficiently.

Special Role Requirements:

  • Positive and proactive attitude.
  • Strong interpersonal skills.
  • Sense of urgency in completing tasks.
  • Ability to multitask effectively.
  • Accountability and approachability.
  • Familiarity with warehouse operations.
  • Ability to perform well under pressure.
  • Flexibility and adaptability.
  • Strong problem-solving skills.
  • Commercial awareness in executing job responsibilities.
  • Ability to work with minimal supervision.

Physical Requirements:

Ability to work in a fast-paced office environment for extended periods.

NOTICE TO APPLICANTS:

Ravago Americas is an equal employment opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, age, sex, religion, national origin, disability, veteran status, citizenship status, or marital status. Your opportunity for employment with this employer depends solely upon your qualifications.