Customer Service Representative

Customer Service Representative

Evans Distribution Systems is a privately-owned third-party logistics company based out of Melvindale, Mich. Our company is run by a fourth-generation leadership and has operated 3 million square feet of warehousing space in Southeast Michigan for more than 90 years. Evans provides warehousing, fulfillment, value-added, transportation, and staffing services for a variety of customers in automotive, food/beverage, consumer goods, hazmat, paper/raw materials and government service sectors.

Customer Service Representative (CSRs) work in our fast-paced warehousing department. CSRs are the frontline communication with our customers and are responsible for responding to inquiries, processing orders, and handling complaints, in a prompt, courteous, and effective manner. CSRs are critical of ensuring the product is handled correctly based on the customer's requirements. Associates gain valuable experience in quality, productivity, and communications.

Job Description

• Working knowledge of SAP.
• Process and input all customer orders.
• Run various inventory reports to check for product availability.
• Review and enter all inbound tally documents in system and verify discrepancies.
• Generate all related paperwork and other necessary information required for customer work orders and bill customers accordingly.
• Awareness and understanding of billing/rating structure.
• Coordinate special rush order requests with transportation and operations.
• Notify customers of any activity concerning their product, provide shipping/receiving information to customers enabling them to trace shipments as required.
• Follow-up with other departments to ensure service standards are being met.
• Overall knowledge of computer systems and related programs.
• Assure proper invoices; verification of computer-generated invoices; issue credits when appropriate; review, mail and file all month-end billing in a timely manner.
• Maintain damage records and back-order logs; handle returned product efficiently.
• Reconcile physical inventories when requested.
• Maintain all hazardous material information on system and MSDS maintenance.
• Prepare and provide special reports as requested to customers, operations, or management.
• Assist warehousemen with inquiries.
• Effectively communicate to management all pertinent information received by customer.
• Prepare and send out invoices to the customer.
• Maintain a good working relationship with customers by responding to all inquiries and complaints concerning shipments, receipts, inventory counts, work-orders, invoices, etc., in a courteous and efficient manner.
• Report on customer feedback to management, particularly any signs of customer dissatisfaction. Advise supervisors, operations and sales when scope or parameters of the customer accounts change.
• Act as a liaison between the customer and the warehouse, and between the customer and management.
• Assist accounting in all A/R functions such as past due invoices.
• Effectively correspond with customers as required (written or verbal).
• Maintain current and accurate procedures which detail the processing requirements for each account. (ISO 9001:2015 audit materials.)
• Oversee all routine and special paperwork associated with inbounds, outbound, OS&D, etc.
• Complete a daily time sheet with accurate allocation of time per account.

Experience/Requirements

• High school education required. Some college beneficial.
• Three (3) years' experience in a similar position required in a warehouse environment.
• Annual seminar or training session on customer service or related topics.
• Pass pre-employment background screening.

Details & Location

• Position located in Melvindale, MI
• Shift 7am to 3:30pm must be flexible to work overtime and weekends
• Starting wage $20.00