Fulfillment Warehouse Associate

Job Description

Job Description

JOB TITLE:   Supply Chain Customer Service Representative 

DEPARTMENT: Supply Chain

REPORTS TO:  Warehouse Supervisor and Warehouse Manager 

LOCATION:  Miami, FL

TYPE OF POSITION: Full-time

FLSA STATUS: Non-exempt

About Us:

Founded in 1998, KCE Logistics is a leading provider of international logistics, freight forwarding, and warehousing solutions. Recognized as one of the USA’s fastest-growing companies in Inc-5000 magazine in 2023, we are driven by innovation, efficiency, and customer obsession. Our 55,000-square-foot facility, cutting-edge technology and data-driven solutions allow us to deliver customized logistics services across air, ocean, and ground freight. Our strategic global network ensures optimal logistics modalities for businesses across North and South America, Europe, Asia, and in the U.S.

At KCE, we pride ourselves on fostering a dynamic and supportive teamwork environment. With over 25 years of industry expertise and a growing team of 55 professionals, we offer exciting career opportunities for individuals who thrive on innovation, teamwork, and growth.

Job summary:

The Supply Chain Customer Service Representative plays a pivotal role in ensuring seamless order fulfillment and delivering outstanding customer service at every stage. Responsible for coordinating customers' orders, this role ensures timely fulfillment, resolves issues promptly, and maintains clear communication with clients throughout the process. Additionally, the Supply Chain Customer Service Representative will handle invoicing tasks at the end of each billing cycle.

An individual must be able to satisfactorily perform each essential duty listed below. The requirements listed are representative of the knowledge, skill, and/or ability required. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

TIME SPENT

•    Manage incoming customer inquiries via phone, email, and live chat

•    Includes responding to order status requests, product questions, and issue resolution.    

30%

•    Process orders accurately and efficiently, overseeing timely fulfillment and shipment

•    Core task ensuring orders are entered into the system and dispatched on time.    

25%

•    Receive and confirm sales orders, ensuring accuracy of purchase order details

•    Involves checking for discrepancies and entering PO information correctly.    

20%

•    Coordinate with warehouse team to prioritize and send work orders, meeting cut-off times

•    Supports daily logistics by making sure the warehouse has accurate and timely order instructions.    15%

•    Collaborate closely with warehouse and logistics teams to schedule order processing and shipments 

•    Ongoing coordination to align shipping schedules and resolve delays.    10%

Ongoing Expectations (To Be Performed 100% of the Time)

o    Address customer concerns promptly, resolving complaints to ensure satisfaction.

o    Maintain meticulous records of customer interactions, transactions, and inquiries.

o    Proactively update customers on order status, delays, and any pertinent updates.

o    Liaise with the sales team to ensure smooth order processing and address any issues.

o    Identify opportunities for process improvement and contribute to enhancing customer service procedures.

o    Stay abreast of product knowledge, company policies, and industry trends to provide accurate information.

o    Assist in other customer service-related tasks and projects as required.

o    Additional duties as required by your supervisor/manager.  

Please note that this list is not exhaustive, and additional responsibilities may be assigned as needed to support the operations team and company goals.

Basic Qualifications:

•    High school diploma or equivalent; bachelor's degree preferred.

•    Previous experience in customer service, ideally within fulfillment or e-commerce.

•    Exceptional verbal and written communication skills.

•    Strong interpersonal skills, adept at collaborating with customers and internal teams.

•    Proficiency in customer service software, order management systems, and Microsoft Office Suite.

•    Ability to multitask and prioritize in a fast-paced environment.

•    Detail-oriented with a focus on accuracy and efficiency.

•    Proactive problem-solving abilities.

•    Flexibility to adapt to changing priorities and work schedules, including occasional weekends or evenings.

•    Commitment to delivering exceptional customer service and maintaining positive customer experiences.

•    Fluency in Spanish or Portuguese preferred.

•    Experience in the freight forwarding, fulfillment, or e-commerce industry is advantageous.

Competencies:

•    Highest levels of integrity and professional standards.

•    Effectiveness in building trust, respect, and cooperation among team.

•    Excellent partnership and relationship skills to work across different levels and cultures in the organization. 

•    Analytical skills, agility and effectiveness in problem solving.

•    Flexible and adaptable, able to work through ambiguity.

•    Collaborative “team player” orientation with a strong cultural awareness. 

Supervisory responsibilities:

•    No

Travel

•    This position does not have any travel requirements.

Schedule

•    Standard schedule is Monday through Friday, 8:00 a.m. – 5:00 p.m., with occasional evening or weekend shifts based on volume. Flexibility is required.

Physical demands:

•    The physical requirements outlined below are essential for successfully performing the duties of this warehouse position. Employees in this role will frequently be required to stand, walk, bend, stoop, and use their hands and fingers to handle materials, operate warehouse equipment, and perform repetitive tasks. Regular duties may include reaching overhead, lifting, pulling, pushing, and carrying items throughout the shift.

•    The role also involves operating forklifts, pallet jacks, and other powered industrial trucks in active warehouse lanes. Employees must occasionally lift, move, and stack items weighing up to 50–75 pounds and stand or walk for extended periods in a fast-paced environment. Visual acuity, depth perception, and quick reflexes are essential to operate equipment safely and respond to visual/auditory signals. Personal protective equipment (PPE) must be worn as required.

Working conditions:

This position is based primarily in a warehouse environment with occasional work in a logistics support area. Employees will be exposed to varying temperatures, moderate noise levels, and active warehouse traffic, including the movement of heavy machinery and freight. The role involves frequent standing, walking, bending, reaching, and lifting, as well as the use of hands and arms to handle materials and operate equipment.

Employees may be required to lift, carry, push, or pull items weighing up to 50–75 pounds and stand or walk for extended periods throughout the shift. This role may require the operation of various powered industrial trucks (PITs), including but not limited to counterbalance forklifts, reach trucks, pallet jacks (manual and electric), order pickers, and sit-down/stand-up forklifts. Proper certification and adherence to all safety protocols are required when operating any machinery.

Visual acuity, depth perception, hand-eye coordination, and quick reflexes are essential to safely maneuver equipment and respond to visual or auditory cues in a dynamic warehouse setting. Personal protective equipment (PPE) must be worn as required by the company.

The physical and environmental demands described here are representative of those that must be met to perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

The above statements describe the general nature of the work being performed. This Scope of Work does not imply that the listed duties are the only responsibilities. Employees may be assigned other job-related tasks by their supervisor as needed.

This job description supersedes prior job descriptions. When duties and responsibilities change and develop the job description will be reviewed and subject to changes of business necessity.