Position Summary: The Customer Service Representative (CSR) is responsible for providing customers with high-quality, professional service and acting as a liaison between customers and the warehouse. This role ensures timely and accurate order processing, documentation, billing, and communication, while addressing and resolving customer issues in a positive and professional manner. CSRs play a key role in maintaining inventory accuracy by correctly entering transactions into the Warehouse Management System (WMS) and coordinating with warehouse staff to ensure operational efficiency.
Primary Responsibilities:
Customer Service & Communication
- Serve as the first point of contact for customers, carriers, and drivers, delivering prompt and professional assistance.
- Accurately and clearly communicate with customers by phone and email to answer questions, resolve issues, and coordinate warehousing business.
- Respond to customer and internal inquiries in a timely and professional manner.
- Report and escalate customer concerns to management as needed, offering proactive solutions
Order & Documentation Management
- Accurately create receipts and shipments in the WMS and produce required paperwork.
- Ensure order keying and billing accuracy meets or exceeds company standards.
- Maintain accurate records of product received, shipped, and billed.
- Immediately report and help resolve inventory discrepancies.
Coordination with Warehouse Operations
- Partner with warehouse staff to ensure receiving and shipping accuracy.
- Schedule inbound and outbound deliveries with carriers and maintain an up-to-date schedule.
- Log drivers in and out of the facility and coordinate dock assignments.
- Verify trailer/container seals for accuracy, break seals, and apply new seals when necessary.
General Office & Team Support
- Maintain a neat, professional, and secure working environment, including workstations and dock office areas.
- Contribute positively to a team atmosphere and support continuous improvement initiatives.
- Follow and enforce company policies, including Food Safety program, audits, and security requirements.
- Perform other duties as assigned.
Required Skills, Knowledge, and Abilities:
- Excellent customer service skills with an understanding of the impact of service failures.
- Strong verbal and written communication skills in English (bilingual ability a plus).
- Problem-solving ability and capacity to establish practical solutions.
- Proficiency in Microsoft Office and experience with Warehouse Management Systems (WMS).
- Strong attention to detail, organizational skills, and ability to manage multiple priorities.
- Excellent phone and email etiquette.
- Basic math skills.
Physical Requirements & Work Environment:
- Ability to sit, stand, walk, and navigate stairs throughout the shift.
- Ability to go outside in all climates to seal/unseal trailers.
- Ability to use bolt cutters and wire cutters to break seals when required.
- Work in warehouse conditions with exposure to temperature swings, noise, dust, and high forklift/truck/pedestrian traffic.
- Must be able to pass agency background checks and drug screening.
Pay: From $19.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
