Customer Service Agent, CSR

Customer Service Agent, CSR

Lancaster

Nearest Major Market: Dallas Nearest Secondary Market: Fort Worth

The CSR is responsible for building rapport and trust with clients by delivering exceptional service to them consistently. Client Service Representatives are responsible for accurate and timely data entry of shipping and receiving information for single and/or multiple customers. CSRs are also responsible for accurate and timely order processing to support the efficient operation of the site. As part of the DSV team, associates are expected to meet company objectives in the areas of performance, safety, and quality. Associates are expected to comply with all corporate and site-specific policies.

Essential duties and responsibilities include:

• Customer Service Process and input all customer orders.
• Running and printing shipments from WMS.
• Run stock reports to check for product availability.
• Generate all related paperwork and necessary information required for customer work orders
• Checking all orders for special requests
• Expediting any order as necessary, trace orders as required and notify customer of any activity concerning their merchandise.
• Follow up with other departments to ensure the service standards are being met.
• Assure proper invoicing of accounts by verifying customers as required.
• Handles returned merchandise in an efficient manner and assure proper credit is given to the customer.
• Maintain a good working relationship with customers by responding to all inquiries and complaints concerning work-orders, invoicing, shipments, inventory management, including any signs of customer dissatisfaction.
• Act as a liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes.
• Ensure the accuracy of all receiving and shipping documents.
• Gather and maintain all data and records relative to shipping and receiving activities.
• Assure that receiving counts match packing lists and purchase orders and that shipping count match picking documents.
• Prepare any reports concerning customer service as required by supervisors.
• Assist in resolving any discrepancies.
• Operate the computer terminal in a proficient manner.
• Enter and verify data regarding customer orders, shipments, receipts, physical inventories, adjustments, etc., in an accurate and timely fashion.
• Oversee all paperwork associated with orders and maintain the corresponding files.
• Answer phone calls and operates various types of office machines and computers necessary to perform duties.
• Greet customers and visitors to the office.
• Effectively correspond with customers as required.
• Answer incoming telephone calls in a cheerful, courteous, and timely manner.
• Promptly route each call to the proper party, taking messages when necessary.
• Assist callers with general information and inquiries.
• Direct visitors to appropriate department.
• Assist drivers at check in window various times throughout the day.
• CSR's may be expected to cross train in other administrative staff functions to support the site and contribute to associate development.
• Work overtime as dictated by business whether mandatory or voluntary.

Supervisory responsibilities: None

Minimum required qualifications:

• Must have a high school diploma or general education degree (GED).
• 1 year experience in Customer Service-related capacity
• Must be able to work in unregulated temperatures within the warehouse during the warmer and colder months can range from mild to moderate

Skills, knowledge and abilities:

• Computer skills: Intermediate computer skills
• Proficient with MS Office Applications
• WMS functions
• Language skills: English (reading, writing, verbal)
• Business writing proficiency
• Mathematical skills: Intermediate level to verify quantities of product, count inventory, or perform other duties associated with handling, storing, and distributing client products.
• Other: Strong attention to detail accuracy and accomplish job task in a timely manner. Ability to perform duties with minimal supervision or guidance. Ability to multi-task Effective communication skills Must be able to effectively adapt to change and thrive in a stimulating, fast-paced work environment.

Preferred qualifications:

• 1-3 years warehouse/logistics support experience
• 2-3 years' experience in Customer Service-related capacity

Physical demands:

• Occasionally Handling/Fingering, Sitting
• Frequently Bending
• Constantly Walking and Standing
• Ability to Lift/Carry and Push/Pull 21-50 pounds
• Reach above shoulder, reach outward, squat, or kneel.

Work environment:

• While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.

Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.