Customer Service Representative / WavePlanner

Schedule

• Monday: 6:00 AM – 2:30 PM + required overtime
• Tuesday–Friday: 7:00 AM – 3:30 PM + required overtime
• Some weekends may be required

Position Overview

• Manage customer questions and complaints
• Process orders and order changes
• Support warehouse and shipping operations
• Work in a Pharma/Cold Chain environment
• Report to the Operations Manager
• Experience with Wave Planning and LogFire preferred

Main Responsibilities

• Complete administrative and clerical tasks
• Maintain files and documents following SOPs
• Answer customer and employee questions about:
  • Shipment times
  • Product issues
  • Missed carrier pickups
  • Damage claims
• Process export orders using the AES system
• Update metrics in the WMS system
• Provide support to the local team as needed
• Work overtime when required
• Perform other assigned duties

Required Skills & Experience

• At least 2 years of customer service experience
• Experience with:
  • Warehouse Management Systems (WMS)
  • Order Management Systems
  • LogFire
• High School Diploma/GED required
• Degree in Logistics, Biology, Business Management, Industrial Engineering, or related field is a plus
• Knowledge of:
  • Receiving
  • Order processing
  • Picking/packing
  • Shipping
  • Inventory management
  • Cycle counting
• Strong communication and problem-solving skills
• Professional and calm under pressure
• Basic Microsoft Office skills

Work Environment

• Frequent work on the production floor
• Regular communication with employees, management, and customers
• Must be able to work extended hours when needed
• Must be able to lift up to 50 lbs occasionally

Preferred Mindset

• Focus on continuous improvement
• Organized and follows 5S workplace practices