What are the responsibilities and job description for the Shipping Clerk and Customer Service Representative position at The Royal Standard?
Reports To: Warehouse Manager
Division: Wholesale
Job Summary
The Shipping and Customer Service Representative helps with the wholesale warehouse, including order processing, billing pallets, re-work, and assisting with various other duties as assigned. The Wholesale Division Manager or Customer Service Supervisor assigns work activities, projects and programs, monitors workflow, reviews and evaluates work products, methods, and procedures. This position is responsible for providing excellent customer service to our customers. This position is accountable for assisting customers thoroughly, completely, and timely with any issues related to their account, sales orders, or products. This position is responsible for ensuring that customer information is accurate and complete.
Essential functions:
Assist with order processing
- Orders to print sent from CSRs from previous day
- Daily Web Orders (8:00am and 1:00pm report)
- Orders report sent by CSR Supervisor or Wholesale Division Manager
- Process manual authorization orders from report sent by CSR Supervisor or Wholesale Division Manager
- Authorize and print pick tickets for Preferred and Key Accounts sent from account managers
- Authorize and / or print pick tickets for any ASAP orders sent throughout the day
Assist with correcting billing errors that occur during processing throughout the day:
- Call customers for new credit card or other payment options.
- If no response from customer after 7 days, Void IF and move to RET Bin for night crew to return to stock
- Contact customers with High Shipping (Over 25%) to determine options whether they can combine orders, remove the freight item, or add to the order to increase amount shipping. Can also offer for the customer to use a carrier of their choice as an option.
Assist with creating bills of lading for pallets and invoice freight shipments:
- Run quotes with different carriers for intercompany pallets to determine best way to ship for stores.
- Email Retail Stores regarding status of pallets and number of pallets to be received in stores
- Run quotes for any specialty shipments such as international shipping, etc.
- Schedule any small package picks ups for FedEx, UPS, or USPS
- Schedule other freight carriers as needed based on orders and BOLs created
Assist with Customer Service responsibilities throughout the day:
- Assist with Customer Service combining and closing backorders
- Assist customers with any inquiries related to their account, sales orders, or products by telephone or e-mail
- Assist with inbound phone calls through the company's call queue service
- Resolves product or service problems by clarifying, determining cause, offering solutions, expediting corrections, and following through to ensure resolution
- Create sales orders and reorders for customers called in by telephone
- Upsell products to customers that call in
- Enter orders given online through the website into the system accurately and timely
- Provide customer information regarding when a sales order has shipped, changes in quantities, addition of items, and closing of sales orders
- Look up and provide descriptions to customers on items
- Notate each customer contact
- Work with other departments to ensure accurate information is given to customers
- Receive payment information from customers
- Send claim forms as necessary
- Combine & close backorders as needed
- Provide an excellent customer service experience for customers
Warehouse Ship Station Back-up. This includes the packing and shipping processes.
Rework Process Back-up
- Help with re-tagging or pulling the MSRP tag off merchandise when there is a mandated price change before the product is shipped out to the retail stores
Sample Processing Back-up
- Assists PD with tagging, packing, and shipping samples to showrooms
Return Process Back-up
- Assists with bin transfers and the physical return of merchandise from the Returns bin back into pickable bins in the warehouse
Claims Back-up
- Assists the claims department with issuing credit memos, replacement items, and checking in merchandise from returns
Manage Key Client Electronic Data Interchange (EDI) portals
- Assists with the entering and updating information such as packing, shipping, and invoicing
Check Routing Guideline Process
- Ensures customer routing guidelines are followed by checking shipments before they leave the warehouse
