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.

We are seeking a detail-oriented and customer-focused Customer Service Representative (CSR) to join our fast-paced warehousing and distribution team. The CSR serves as a primary point of contact for customers, managing inquiries, processing orders, coordinating warehouse activities, and resolving service-related issues in a timely, professional, and courteous manner.

This position plays a critical role in ensuring customer products are received, stored, handled, and shipped according to established customer requirements and service standards. The ideal candidate will possess strong communication, organizational, and problem-solving skills, along with experience in warehouse customer service, inventory management, order processing, and billing.

Customer Service and Communication

• Serve as the primary liaison between customers, warehouse operations, transportation, accounting, sales, and management.
• Respond promptly and professionally to customer inquiries, concerns, and complaints regarding shipments, receipts, inventory, work orders, and invoices.
• Provide customers with timely updates regarding product activity, shipping and receiving status, and shipment tracking information.
• Communicate customer feedback, service concerns, and potential dissatisfaction to management.
• Notify supervisors, operations, and sales of changes to customer account requirements, service expectations, or operational parameters.
• Maintain positive, professional relationships with customers through effective verbal and written communication.
• Lead customer meetings and communicate account requirements, service updates, and operational concerns effectively.

Order Processing and Warehouse Coordination

• Process and enter customer orders accurately and in a timely manner using SAP and other applicable systems.
• Generate inventory reports to verify product availability and support order fulfillment.
• Review and enter inbound tally documents into the system, investigate discrepancies, and ensure inventory records are accurate.
• Coordinate special and expedited order requests with transportation and warehouse operations.
• Oversee routine and specialized documentation associated with inbound shipments, outbound shipments, and overages, shortages, and damages (OS&D).
• Assist warehouse personnel with customer-related inquiries and provide accurate information to support daily operations.
• Maintain damage records, back-order logs, and returned-product documentation, ensuring issues are addressed efficiently.
• Reconcile physical inventory counts as requested.
• Maintain accurate hazardous materials information and Safety Data Sheet (SDS) documentation within applicable systems.

Billing, Invoicing, and Account Support

• Prepare customer work orders and generate all required support documentation.
• Ensure customers are billed accurately in accordance with established billing and rating structures.
• Prepare, distribute, review, and file monthly billing documentation within established deadlines.
• Maintain accurate records of customer transactions, billing activities, and account-specific requirements.

Reporting, Documentation, and Compliance

• Prepare and distribute special reports for customers, warehouse operations, and management as requested.
• Maintain current, accurate, and account-specific procedures documenting customer processing requirements.
• Support ISO 9001:2015 audit readiness by ensuring required procedures and documentation is maintained and accessible.
• Complete daily timesheets accurately, allocating time to the appropriate customer accounts.
• Maintain accurate records and communicate relevant customer and operational information to management.
• Collaborate with other departments to ensure established service levels, quality standards, and customer requirements are consistently met.

Qualifications and Requirements

• High school diploma or equivalent required; some college education preferred.
• Minimum of three (3) years of experience in a similar customer service role within a warehouse, distribution, or logistics environment.
• Working knowledge of SAP required.
• Proficiency with computer systems, business applications, and data entry.
• Understanding inventory control, order processing, shipping and receiving documentation, and customer billing procedures.
• Strong verbal and written communication skills.
• Excellent organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
• Willingness to participate in an annual customer service seminar or relevant professional training.
• Successful completion of required pre-employment background screening.
• Ability to work overtime and weekends as operational needs require.

Work Location and Compensation

• Location: Romulus, MI 48174
• Regular Shift: 7:00 AM – 3:30 PM
• Starting Wage: $20.00 per hour
• Schedule Flexibility: Overtime and weekend availability required as needed.