Customer Service Specialist

The Customer Service Representative (CSR) is responsible for building rapport and trust with clients by delivering exceptional service to them consistently. Client Service Representatives are responsible for accurate and timely data entry of shipping and receiving information for single and/or multiple customers. CSRs are also responsible for accurate and timely order processing to support the efficient operation of the site.

As part of the DSV team, associates are expected to meet company objectives in the areas of performance, safety, and quality. Associates are expected to comply with all corporate and site-specific policies.

The CSR is responsible for:

• Processing and inputting all customer orders.
• Running and printing shipments from WMS.
• Running stock reports to check for product availability.
• Generating all related paperwork and necessary information required for customer work orders.
• Checking all orders for special requests.
• Expediting any order as necessary, tracing orders as required and notifying customer of any activity concerning their merchandise.
• Following up with other departments to ensure the service standards are being met.
• Assurance of proper invoicing of accounts by verifying customers as required.
• Handling returned merchandise in an efficient manner and assuring proper credit is given to the customer.

The CSR also maintains a good working relationship with customers by responding to all inquiries and complaints concerning work-orders, invoicing, shipments, inventory management, including any signs of customer dissatisfaction. They act as a liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes.

The CSR ensures the accuracy of all receiving and shipping documents, gathers and maintains all data and records relative to shipping and receiving activities, assures that receiving counts match packing lists and purchase orders and that shipping count match picking documents, prepares any reports concerning customer service as required by supervisors, and assists in resolving any discrepancies.

The CSR operates the computer terminal in a proficient manner, enters and verifies data regarding customer orders, shipments, receipts, physical inventories, adjustments, etc., in an accurate and timely fashion, oversees all paperwork associated with orders and maintains the corresponding files, answers phone calls and operates various types of office machines and computers necessary to perform duties, greets customers and visitors to the office, and effectively corresponds with customers as required.

The CSR answers incoming telephone calls in a cheerful, courteous, and timely manner, promptly routes each call to the proper party, taking messages when necessary, assists callers with general information and inquiries, directs visitors to appropriate department, and assists drivers at check-in window various times throughout the day.

CSRs may be expected to cross train in other administrative staff functions to support the site and contribute to associate development. They may also work overtime as dictated by business whether mandatory or voluntary.

Minimum required qualifications include a high school diploma or general education degree (GED), 1 year experience in Customer Service-related capacity, and the ability to work in unregulated temperatures within the warehouse during the warmer and colder months.

Preferred qualifications include 1-3 years warehouse/logistics support experience and 2-3 years' experience in Customer Service-related capacity.

Physical demands include occasionally handling/fingering, sitting, frequently bending, constantly walking and standing, ability to lift/carry and push/pull 21-50 pounds, and other physical requirements.

Work environment includes rarely being exposed to fumes or airborne particles, toxic or caustic chemicals, and the noise level in the work environment is usually low to moderate.