Customer Service
The Customer Service Representative is responsible for delivering a seamless order experience, ensuring each customer order is accurately processed from receipt through shipment. This role involves close coordination with Logistics, Purchasing, and Operations teams to guarantee customer satisfaction through proactive communication and efficient order management.
Key Responsibilities:
- Process new sales orders within 24 hours and create purchase orders for cataloged items.
- Set up containers in xTuple and maintain the White Board for real-time tracking.
- Coordinate transportation needs with the Logistics team, including organizing live loads.
- Respond promptly to customer emails, ensuring all requests are addressed and deadlines are met.
- Manage bookings with the Department of Defense Logistics Agency (DLA), shipping lines, or brokers, and keep booking logs up to date.
- Conduct daily follow-ups on open tasks to achieve a 100% fill rate and maintain 99% accuracy on all customer accounts.
- Identify and recommend process improvements to enhance customer satisfaction and efficiency.
- Provide backup support for export document processing and perform vet runs as needed.
- Uphold company policies and regulatory standards, following federal and state laws relevant to the business and industry.
Qualifications:
- Education: High school diploma or GED preferred.
- Experience: Proficiency in Microsoft Outlook, Word, and Excel; experience with Asana is a plus.
- Communication: Strong written and verbal communication skills, able to convey clear and professional information to customers and team members.
- Organization & Detail Orientation: High attention to detail, time management, and follow-through to manage multiple orders and deadlines effectively.
- Problem-Solving: Ability to analyze and resolve routine and complex issues, applying sound judgment and maintaining calm under pressure.
- Customer Focus: Dedication to delivering a quality customer experience by proactively addressing customer needs and ensuring order accuracy.