Service Operations Representative

2 weeks ago

Ontario, California, United States GEODIS Group Full time

Position Title: Customer Service Representative (1pm-9:30pm M-F)

Department: Operations

Supervisor: Cesar Romero

Job Overview:

The Customer Service Representative plays a crucial role in ensuring customer satisfaction and maintaining strong relationships with clients. This position involves interacting with customers through various channels, including phone, email, and in-person communications.

Key Responsibilities:

  1. Engage with customers to process orders and address service modifications.
  2. Resolve billing inquiries and service-related complaints, escalating issues as necessary.
  3. Input customer orders and manage receipts, while monitoring stock availability.
  4. Prepare all necessary documentation for customer work orders and ensure accuracy in inventory records.
  5. Coordinate urgent shipping requests with logistics teams to expedite order fulfillment.
  6. Track orders and keep customers informed about their shipments and related activities.
  7. Verify invoicing accuracy to ensure proper account management.
  8. Maintain positive customer relations by addressing inquiries and complaints promptly and courteously.
  9. Provide management with feedback on customer satisfaction and potential areas for improvement.
  10. Act as a liaison between the warehouse and customers regarding account administration and invoicing changes.
  11. Handle clerical tasks, including answering calls, operating office equipment, and assisting visitors.
  12. Keep an updated procedure manual detailing account processing requirements and generate reports on customer service activities.
  13. Notify management of any customer requests for changes in shipping or handling.
  14. Collaborate with management on product routing for customer orders.
  15. Perform additional duties as assigned.

Requirements:

  • High school diploma or equivalent.
  • At least 6 months of relevant experience or training.
  • Familiarity with AS400 operating systems and warehouse management systems is preferred.
  • Proficient in Microsoft Outlook, Word, and Excel.
  • Ability to compose reports and business correspondence effectively.
  • Strong presentation skills for communicating with managers, customers, and colleagues.
  • Problem-solving skills to navigate diverse situations with limited standardization.
  • Ability to interpret various forms of instructions, whether written, oral, or visual.

Work Environment:

This role requires regular use of hands for tasks such as typing and handling materials. Employees will frequently sit, reach, and communicate verbally. The position may involve occasional lifting of up to 25 pounds and exposure to various environmental conditions.

The duties outlined in this job description are considered essential functions, as defined by the Equal Employment Opportunity Commission (EEOC) and the Americans with Disabilities Act. Reasonable accommodations may be provided to enable individuals with disabilities to perform these essential functions.

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