Customer Service Specialist, Team Lead

Labor and Training Management:

• Reports inconsistencies or problems to Supervisor or Operations Manager
• Manages order flow to ensure daily requirements are fulfilled
• Coordinates special warehouse projects
• Key resource for personnel needing assistance
• Responsible for locking and securing the facility as scheduled or required
• Maintain a good working relationship with customers by responding to all inquiries and complaints concerning work-orders, invoices, shipments, inventory counts, etc., in a courteous and efficient manner.
• Will mentor and train new and existing associates in specific distribution activities to help achieve established customer demands
• Will train new and existing associates on current Standard Operating Procedures, which includes but is not limited to shipping, receiving, picking, and/or quality control documentation
• Will assist in forklift operation and certification for new and existing associates
• Direct the operations of the CSR team to achieve prescribed objectives.
• Assist associates and temporary labor in the completion of productivity sheets and accurate capture of production and payroll hours.
• Assist Supervisor in maintaining the level of employees consistent with a productive workforce.
• Participate in establishing work schedules.
• Ensure that the schedules are correctly implemented and that jobs are assigned effectively and completed properly.
• Assist the Supervisor in ensuring that all associates handle product according to all prescribed quality procedures and guidelines.

Customer Service

• Respond to all requests (internal and external) in a courteous, professional, and timely manner
• Coordinate all inbound and outbound activity for assigned accounts
• Process and input all customer orders.
• Running and printing shipments from WMS.
• Run stock reports to check for product availability.
• Generate all related paperwork and necessary information required for customer work orders
• Checking all orders for special requests
• Expediting any order as necessary, trace orders as required and notify customer of any activity concerning their merchandise.
• Follow up with other departments to ensure the service standards are being met.
• Assure proper invoicing of accounts by verifying customers as required.
• Handles returned merchandise in an efficient manner and assure proper credit is given to the customer.

Customer Interfacing Activities

• Investigate and communicate client complaints in accordance with established contact, site and company protocol
• Oversees the shipping and receiving activity for the Customer Service Department
• Maintain 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.
• 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.

Documentation

• Prepare required activity reports accurately and efficiently for site management
• Research discrepancies that may occur in the shipping and receiving process
• Document processing and logistical support encompassing a variety of duties to include data entry, copying, faxing, filing, and labeling.
• Assisting with any clerical and floor duties management requires.
• Ensure the accuracy of all receiving and shipping documents.
• Gather and maintain all data and records relative to shipping and receiving activities.
• Assure that receiving counts match packing lists and purchase orders and that shipping count match picking documents.
• Prepare any reports concerning customer service as required by supervisors.
• Assist in resolving any discrepancies.

Data Entry

• Operate the computer terminal in a proficient manner.
• Enter and verify data regarding customer orders, shipments, receipts, physical inventories, adjustments, etc., in an accurate and timely fashion.

Clerical

• Oversee all paperwork associated with orders and maintain the corresponding files.
• Answer phone calls and operates various types of office machines and computers necessary to perform duties.
• Greet customers and visitors to the office.
• Effectively correspond with customers as required.

Communication

• Answer incoming telephone calls in a cheerful, courteous, and timely manner.
• Promptly route each call to the proper party, taking messages when necessary.
• Assist callers with general information and inquires.
• Direct visitors to appropriate department.
• Assist drivers at check in window various times though out the day.

OTHER DUTIES (Site Specific)

• Assists in maintaining cleanliness of work environment

• Assists in overseeing warehouse inventories
• May work as part of a team or independently
• Active participation in Safety Program, to include but not limited to, Hazardous Communications and Emergency Response programs to ensure a safe work environment for all persons within the facility
• Abide by the company policies and procedures as listed in the Employee Manual or other communicated rules and/or regulations
• CSRs may be expected to cross train in other administrative staff functions to support the site and contribute to associate development.

MINIMUM REQUIRED QUALIFICATIONS