Job Description

The customer service representative carries out all customer service activities such as responding to inquiries, processing orders, and handling customer complaints in a prompt, courteous and effective manner. MUST HAVE 3PL (THIRD PARTY LOGISTIC) EXPERIENCE. All candidates will need to have a high attention to detail. They should also have the ability to work well without direction. MANHATTAN SOFTWARE EXPERIENCE A PLUS!

ESSENTIAL DUTIES AND RESPONSIBILITIES including, but not limited to, the following. • Receives orders from customer either via EDI, email or expedited package service. • Process orders per customer and retailer compliance guidelines. This function includes entering orders, printing/sorting/counting labels, creating waves, submitting for routing, creating bills of ladings and scheduling transportation. Runs stock report to check for product availability. Generates all related paperwork and necessary information required for customer work orders and checks all orders for special instructions. • Coordinates special, last minute shipping requests with the transportation departments, expediting orders as necessary. • Traces orders as required and notifies customers of any activity concerning their merchandise. Sends ship logs and signed BOL’s/tracking numbers daily to client. • Investigates and suggests resolution for customer compliance violation errors to Customer Service Manager for approval and communicates this information to client. Completes a chargeback summary form if received directly from customer and turns this in to the CS Supervisor or Manager to be added to the Chargeback Log.

Addresses complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation. • Maintains a good working relationship with customers by responding to all inquiries and complaints concerning receipts, invoices, shipments, inventory counts, etc., in a courteous and efficient manner. • Acts as liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes. • Ensures all daily billing for services has been entered and that invoicing is accurate and verified before turned in to accounting. All invoicing is to be completed within 24 hours of ship date. • Maintains all paperwork associated with orders including the maintenance of customer files. Files are labeled by customer and date, organized by ship date and rotated in a timely manner. • Reports customer feedback to management, including any signs of customer dissatisfaction. • Performs clerical work as required including answering phone calls, operating various office machines and computers, corresponding with customers and greeting customers and visitors in the office. • Maintains current and accurate procedure book which details the processing requirements for each account; prepares any report concerning customer services activities and performs other customer service and company related duties as necessary. • Month end reports are turned in on time and up to standards set in the monthly reminder. • Dock sweep is reviewed for missed shipments and filled in with initials and expected ship date every Tuesday by end of the day. • WMS and Accounting open order reports are numbered to match with comments added twice per week on the days designated by the CSR Manager. • Ability to work overtime as needed, especially during peak season.