Customer Service Representative (Warehouse & Logistics)

Job Description

Job Description

Logistics Customer Service Representative

The Logistics Customer Service Representative (CSR) is responsible for providing exceptional customer support while coordinating daily transportation and warehouse operations. This role serves as the primary point of contact for customers, ensuring orders are processed accurately, shipments are scheduled on time, and customer requirements are communicated effectively across operations. The ideal candidate thrives in a fast-paced logistics environment, possesses strong organizational skills, and is committed to delivering outstanding service.

Essential Responsibilities

• Serve as the primary point of contact for customers regarding orders, shipments, inventory, and delivery inquiries.
• Process inbound customer orders and shipment requests through customer-specific portals, Warehouse Management Systems (WMS), or Transportation Management Systems (TMS).
• Coordinate with warehouse personnel, transportation providers, and internal departments to ensure timely and accurate order fulfillment.
• Monitor shipment status, track deliveries, and proactively communicate updates, delays, or service issues to customers.
• Resolve customer concerns, shipping discrepancies, shortages, and delivery exceptions in a professional and timely manner.
• Prepare and maintain shipping documentation, bills of lading (BOLs), packing lists, and other logistics-related records.
• Schedule appointments and coordinate inbound and outbound freight with customers and carriers.
• Ensure customer-specific shipping requirements and routing instructions are followed accurately.
• Maintain accurate customer records and update order information within company systems.
• Support inventory accuracy by communicating product shortages, damages, or discrepancies with operations teams.
• Collaborate with warehouse, transportation, and operations teams to meet daily shipping goals and customer expectations.
• Adhere to company safety policies, quality standards, and standard operating procedures.
• Perform additional customer service and administrative duties as assigned.

Qualifications

• 2+ years of customer service experience within a warehouse, distribution, transportation, or third-party logistics (3PL) environment preferred.
• Strong understanding of shipping, receiving, transportation, and order fulfillment processes.
• Experience working with Warehouse Management Systems (WMS), Transportation Management Systems (TMS), ERP systems, or customer portals.
• Proficiency in Microsoft Office, particularly Outlook and Excel.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to prioritize multiple tasks in a deadline-driven environment.
• Detail-oriented with strong problem-solving and critical-thinking abilities.
• Ability to work independently while collaborating effectively with cross-functional teams.

Preferred Qualifications

• Experience supporting retail, e-commerce, or high-volume distribution operations.
• Knowledge of transportation documentation, routing guides, and carrier scheduling.
• Familiarity with inventory control and freight coordination.

Work Environment

• Fast-paced warehouse and logistics environment.
• Frequent communication with customers, carriers, warehouse personnel, and operations teams.
• Ability to manage multiple priorities while maintaining a high level of accuracy and customer satisfaction.