What are the responsibilities and job description for the Warehouse (DC) Customer Service 2022 position at Langham Logistics?
Reports to: Distribution Center Manager Date
Summary
The Warehouse Distribution Center (DC) Customer Service Representative (CSR) contributes to meeting Langham goals of exceptional customer service, quality, process improvement, and profitability by ensuring that product received into and shipped out of our warehouse is scheduled, received, tracked, and invoiced accurately and timely and according to all customer specifications.
The DC CSR will interface with manufacturing customers, point-of-purchase customers, carriers and other vendors to ensure the smooth flow of merchandise into and out of the Langham warehouse and according to customer requirements. DC CSR's will generally be assigned to certain customers, but all must be able to be cross-trained on all customers to ensure coverage during absences. DC CSR's may be asked to work various shifts or overtime based on customer needs.
The DC CSR will also interface with other Langham employees to ensure that information flow is timely and accurate in order to meet all customer requirements and expectations.
Evaluation of performance
Performance will be evaluated based on meeting the requirements of the job description; meeting performance metrics and other quality indicators established for this position; working according to specifications, policies, and standards established by Langham; working effectively in a team environment; and providing a high level of internal and external customer service.
Performance metrics
Performance metrics for this position will be established annually based on:
Timeliness of reports, input accuracy, response time to calls, absenteeism.
Key outcomes expected
Ensure the timely and accurate flow of product out of the Langham warehouse according to customer requirements and needs:
Retrieve customer information, via the web interface, SAP, e-mail, or fax, and schedule carrier pickups and delivery.
Conduct QC checks of received orders comparing customer-related requirements against actual packing slips and bills of lading.
Notify customers of any damaged good or shorts on inventory and work to resolve issues.
Generate/print pick tickets by entering customer picking, packing, and shipping requirements into the system and distribute to the appropriate Warehouse Associates.
Confirm all completed tickets, generate packing slips, BOL's and shipping labels.
Notify customers of order status either through e-mail confirmation or providing tracking numbers, based on the customer's technological requirements.
Maintain routing guides where appropriate, e.g. how to pack items, how to ship, which carriers to use, etc., according to customer specifications.
Proactively communicate with Manager/Supervisor when customer requirements or expectations exceed previous agreements or requests fall outside of established parameters or policies.
Establish and promote positive communication within Langham internal departments to increase collaboration and reduce inefficiencies. Respond to e-mails and voice mails in a timely manner.
Represent Langham Logistics:
Provide courteous, professional service to both internal and external customers.
Present a positive image of Langham.
Critical skills, knowledge, and behaviors
Demonstrates effective verbal, written, and interpersonal skills. Can effectively communicate with a variety of individuals with diverse backgrounds and roles (customers, carriers, vendors, employees).
Meet guidelines of attached Predictive Index Profile.
Proven customer support experience
Customer orientation and ability to adapt/respond to different types of characters
Ability to multi-task, prioritize and manage time effectively
Able to independently make decisions for the betterment of the company and customer
Proactive in anticipating and alerting others to problems with projects or processes.
High detail orientation and accuracy.
Takes initiative and needs little supervision.
Able to prioritize, organize tasks and time, and follow up. Performs responsibilities efficiently and timely. Able to juggle multiple requests and meet multiple deadlines.
Able to think logically and analytically in solving problems.
Works well in a team environment and as part of a team.
Proficient in Microsoft Office
Prefer experience with, but not required: WMS, SAP, Excel, SharePoint
Demonstrates proficiency in basic mathematics.
Experience, education, degrees, licenses
High school diploma or equivalent; college degree preferred. Minimum 5 years Customer Service Experience
Physical demands
Must be able to work proficiently with computers and other office equipment.
Work environment Work is performed in an office environment.
Summary
The Warehouse Distribution Center (DC) Customer Service Representative (CSR) contributes to meeting Langham goals of exceptional customer service, quality, process improvement, and profitability by ensuring that product received into and shipped out of our warehouse is scheduled, received, tracked, and invoiced accurately and timely and according to all customer specifications.
The DC CSR will interface with manufacturing customers, point-of-purchase customers, carriers and other vendors to ensure the smooth flow of merchandise into and out of the Langham warehouse and according to customer requirements. DC CSR's will generally be assigned to certain customers, but all must be able to be cross-trained on all customers to ensure coverage during absences. DC CSR's may be asked to work various shifts or overtime based on customer needs.
The DC CSR will also interface with other Langham employees to ensure that information flow is timely and accurate in order to meet all customer requirements and expectations.
Evaluation of performance
Performance will be evaluated based on meeting the requirements of the job description; meeting performance metrics and other quality indicators established for this position; working according to specifications, policies, and standards established by Langham; working effectively in a team environment; and providing a high level of internal and external customer service.
Performance metrics
Performance metrics for this position will be established annually based on:
Timeliness of reports, input accuracy, response time to calls, absenteeism.
Key outcomes expected
Ensure the timely and accurate flow of product out of the Langham warehouse according to customer requirements and needs:
Retrieve customer information, via the web interface, SAP, e-mail, or fax, and schedule carrier pickups and delivery.
Conduct QC checks of received orders comparing customer-related requirements against actual packing slips and bills of lading.
Notify customers of any damaged good or shorts on inventory and work to resolve issues.
Generate/print pick tickets by entering customer picking, packing, and shipping requirements into the system and distribute to the appropriate Warehouse Associates.
Confirm all completed tickets, generate packing slips, BOL's and shipping labels.
Notify customers of order status either through e-mail confirmation or providing tracking numbers, based on the customer's technological requirements.
Maintain routing guides where appropriate, e.g. how to pack items, how to ship, which carriers to use, etc., according to customer specifications.
Proactively communicate with Manager/Supervisor when customer requirements or expectations exceed previous agreements or requests fall outside of established parameters or policies.
Establish and promote positive communication within Langham internal departments to increase collaboration and reduce inefficiencies. Respond to e-mails and voice mails in a timely manner.
Represent Langham Logistics:
Provide courteous, professional service to both internal and external customers.
Present a positive image of Langham.
Critical skills, knowledge, and behaviors
Demonstrates effective verbal, written, and interpersonal skills. Can effectively communicate with a variety of individuals with diverse backgrounds and roles (customers, carriers, vendors, employees).
Meet guidelines of attached Predictive Index Profile.
Proven customer support experience
Customer orientation and ability to adapt/respond to different types of characters
Ability to multi-task, prioritize and manage time effectively
Able to independently make decisions for the betterment of the company and customer
Proactive in anticipating and alerting others to problems with projects or processes.
High detail orientation and accuracy.
Takes initiative and needs little supervision.
Able to prioritize, organize tasks and time, and follow up. Performs responsibilities efficiently and timely. Able to juggle multiple requests and meet multiple deadlines.
Able to think logically and analytically in solving problems.
Works well in a team environment and as part of a team.
Proficient in Microsoft Office
Prefer experience with, but not required: WMS, SAP, Excel, SharePoint
Demonstrates proficiency in basic mathematics.
Experience, education, degrees, licenses
High school diploma or equivalent; college degree preferred. Minimum 5 years Customer Service Experience
Physical demands
Must be able to work proficiently with computers and other office equipment.
Work environment Work is performed in an office environment.
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