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Customer Service Representative

2 months ago

Fontana, California, United States Sunland Logistics Solutions, Inc. Full time
Job Summary

The Customer Service Representative is a key member of the Sunland Logistics Solutions, Inc. team, responsible for delivering exceptional customer service and operational excellence. This role requires a high level of knowledge of customer products, procedures, and processes, as well as excellent communication and problem-solving skills.

Key Responsibilities
  • Manage inventory and order management, ensuring accurate and timely fulfillment of customer orders.
  • Handle crisis resolutions and provide timely feedback to customers regarding service failures or concerns.
  • Direct control over traffic, IT, and operational processes to ensure a positive customer experience.
  • Establish and maintain strong relationships with customers, providing open communication and effective problem resolution.
  • Exercise discretion in inventory situations to ensure orders are shipped complete and on time.
  • Direct workflow of orders to Traffic and Operations Departments for timely shipment.
  • Address all customer issues and ensure effective and long-term problem resolution.
  • Make decisions and dictate priorities to Operations to ensure efficient workflow.
  • Handle billing and collection issues, as well as irate customers in a professional manner.
  • Obtain customer feedback and make recommendations for process improvements.
Requirements
  • Excellent customer service skills and ability to read and interpret documents, such as invoices and customer orders.
  • Ability to calculate figures and amounts, as well as interpret technical documents.
  • Excellent verbal, written, and interpersonal communication skills.
  • Ability to organize and manage multiple priorities, work in a team environment, and possess good computer skills.
  • High school diploma or general education degree (GED) and three years or more related experience in customer service, preferably in 3rd party logistics or equivalent combination of education and experience.
  • Possess or have ability to become forklift certified and valid Driver's License or equivalent.
Work Environment

The performance of this position requires exposure to warehouse areas, where certain areas require the use of personal protective equipment. The performance of this position may occasionally require exposure to areas where under certain conditions require the use of personal protective equipment. For the most part, ambient room temperatures, lighting, and traditional office equipment as found in a typical office environment.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.