Customer Service Rep/Wave Clerk

Summary:

The Customer Service Rep 2 is responsible for working with the team to develop, implement, and execute Warehouse Customer Service objectives. This will be accomplished by adhering to the processes and procedures that drive the support we provide to our internal and external customers. They will work within a team dedicated to the success of our customers and is committed to proactively and enthusiastically impressing our customers at every interaction. Their superior service builds loyalty and trust. The Customer Service Rep 2 will engage in communications with internal and external customers, to address their needs with appropriate resolutions in a timely manner.

Primary Responsibilities:

• Perform transactional clerical duties
• Investigate and process VOC inquiries
• Provide account information
• Provide accurate information on orders to customer service/ other entities with a high degree of accuracy and efficiency.
• Create batches in Scale for stock and special orders
• Print/reprint packing lists and bill of ladings
• Print specialty labels when necessary or required
• Place orders and other pertinent information on various portals for processing
• Utilizing SCALE WMS system to mark orders as ready to ship
• Send/request ASN (Advance Ship Notices)
• Acts as Team Lead when needed
• Follow up with various customers by making inquiries, collecting data, and responding effectively (verbally/written) when necessary
• Identifies and resolves issues while reducing the potential for negative impact
• Clearly understands and communicates information effectively, while adjusting to the audience, by acknowledging, restating and painting a picture that goes beyond the customer need
• Willingness to be cross-trained to provide assistance when required due to vacations, absences and fluctuations in the workload
• Understand, support and execute all work in the established procedures, methods and working requirements
• Implements and maintains department policies and standards
• Perform any other related duties as required or assigned

Knowledge Skills and Abilities:

• AA is required, BA or BS is preferred. Requirement can be met by previous work experience
• 2 years business experience including (i.e. Customer Service, Wave Clerk, Traffic Coordinator)
• Strong analytical, oral and written communication and teamwork skills are required for this position and must be able to respond professionally both written and verbally
• Proven ability to effectively manage time while completing multiple tasks
• Complete tasks in creative and effective ways
• Highly proficient in Microsoft Office applications (Word, Excel, PowerPoint)
• Proven project management skills

Physical Requirements:

Essential functions of this job require the following minimal physical demands. Reasonable accommodations may be made to enable the individuals with disabilities to perform the essential functions.

• Required to sit, talk or hear; frequently required to use hands to grip or feel; and occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl
• Vision and depth perception suitable for use of utilizing machinery and/or a computer
• Manual dexterity suitable for use of utilizing machinery and/or a computer
• Sufficient personal mobility and physical reflexes which permits the employee to work in a warehouse
• The employee must occasionally lift and/or move up to 10-50 lbs
• Ability to sit and stand up to 20-70% of the time comfortably, with or without reasonable accommodation