Warehouse Customer Service Representative

Warehouse - Customer Service Rep.

Taylor Warehouse Corporation – West Chester, OH

At Taylor Logistics, we exist for our people so they can care for our customers' inventory. Every employee contributes to a safe workplace, exceptional customer service, teamwork, quality, and continuous improvement.

About the Role/Taylor Logistics

The Warehouse Customer Service Representative is the quarterback of the customer relationship at Taylor. You're the primary point of contact for your customers, and in many ways, you function as their account manager inside our operation.

• Take ownership of assigned customer accounts. Get to know your customers' product lines, priorities, and what matters most to them, and take real ownership of those relationships
• Be the person people trust. Keep customers in the loop before they even have to ask
• Coordinate across the business. We're a full-service 3PL, so this role also means keeping our warehouse, fleet, and freight departments informed and in sync
• Work somewhere that moves. This is a fast-paced, busy warehouse environment, and no two days look the same!
• Join a family business built to last. We've been keeping promises since 1850. We exist for our people and to care for our customers' inventory, and that's why this role matters so much to us
• Build a career. Taylor is always looking to promote from within, and we offer strong benefits and real opportunities for growth

Responsibilities

• Serve as the main point of contact for assigned customer accounts, building relationships that go beyond a single transaction
• Develop a deep understanding of your accounts, their product lines and their specific requirements, and take ownership of those accounts as a whole
• Process orders using warehouse computer applications, verifying and validating all customer information before entering data
• Communicate proactively and professionally with customers by phone, email and written correspondence, keeping them informed even before they have to ask
• Negotiate effectively with customers to resolve issues and align expectations
• Manage hold requests and see them through to resolution
• Conduct over, short and damage investigations and communicate findings clearly to the customer
• Partner with the Inventory/Quality Control Manager and Shift Supervisors to make sure warehouse teams understand and meet customer requirements
• Coordinate internally with warehouse, fleet and freight departments to keep everyone informed and aligned on customer needs
• Escalate issues promptly when service levels, safety or compliance may be impacted, following Taylor's communication standards

Benefits

• Extensive benefits focused on total physical, financial and emotional wellness
• Health, dental, and vision insurance to you and your family
• Pet insurance
• Paid time off and paid holidays
• Industry-leading 401k match
• Company paid Short Term Disability
• Company paid life insurance
• Strong culture built on trust, teamwork and doing the right thing for customers and each other

Requirements

Work Environment / Physical Demands

This role is based in a busy warehouse environment with loud noises and seasonal temperature changes (hot and cold). You must be able to bend, grasp, kneel, stand, walk and lift up to 50 lbs. Much of the role is sedentary computer-based work, requiring extended use of a computer and phone while seated.

Qualifications & Skills

• Associate's degree or higher preferred
• Strong customer service and relationship management skills: clear speaking voice, active listening, empathy, persuasive communication and reliable follow-up
• Computer literate with proficiency in Microsoft Office and the ability to learn dedicated warehouse software
• Strong numerical accuracy and attention to detail
• Ability to manage multiple competing deadlines and make quick, sound decisions in a fast-paced environment