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Senior Customer Service Operations Specialist

2 months ago

Fontana, United States DSV Full time

Position: 3PL Lead Customer Service Representative

As a pivotal member of the DSV team, the Lead Customer Service Representative plays a crucial role in fostering strong relationships with clients through exceptional service delivery. This position involves overseeing the accurate and timely entry of shipping and receiving data for multiple clients, ensuring seamless order processing to enhance operational efficiency.

Key Responsibilities:

1. Leadership and Training:

  • Address inconsistencies and report issues to management.
  • Manage order flow to meet daily operational targets.
  • Coordinate special projects within the warehouse.
  • Serve as a key resource for team members requiring assistance.
  • Ensure facility security and proper locking procedures are followed.
  • Maintain positive customer relations by addressing inquiries and complaints effectively.
  • Mentor and train both new and existing staff on essential distribution processes.
  • Assist in the operation and certification of forklifts for team members.

2. Customer Service Excellence:

  • Respond to all internal and external requests in a professional manner.
  • Coordinate all inbound and outbound activities for assigned accounts.
  • Process and input customer orders accurately.
  • Generate necessary documentation for customer work orders.
  • Expedite orders and communicate updates to clients as needed.
  • Ensure proper invoicing and manage returns efficiently.

3. Documentation and Data Management:

  • Prepare accurate activity reports for management review.
  • Research and resolve discrepancies in shipping and receiving.
  • Maintain comprehensive records related to shipping and receiving activities.
  • Ensure accuracy in all shipping and receiving documentation.

4. Communication and Clerical Duties:

  • Answer incoming calls and route them appropriately.
  • Assist customers and visitors with inquiries.
  • Maintain cleanliness and organization within the work environment.

Minimum Qualifications:

High school diploma or GED required, with at least one year of experience in a customer service role. Proficiency in MS Office applications, particularly Excel, is essential. Strong attention to detail and the ability to work independently are crucial for success in this role.

Join DSV, where we value our employees and strive to provide a supportive and dynamic work environment.