Customer Service Representative - Baltimore

Customer Service Representative - Baltimore

CDS Baltimore - Middle River, MD 21220

Overview

Salary Range $17.00 - $19.00 Hourly Position Type Full Time Job Shift Day Shift Travel Percentage None Category Customer Service

Description

Customer Service Representative

Title: Customer Service Representative

Department: Operations

Position Status: Full Time

Shift Schedule: Day Shift

Exempt Status: Non-exempt Hourly

About CDS Logistics: At CDS Logistics, we are specialists in last mile delivery services for kitchen cabinets, windows, doors, and appliances. We service our customers through a nationwide network consisting of over 80 locations making over 1 million deliveries annually to homes, job sites and retail locations. Our team-oriented approach, together with our proprietary technology, enables us to exceed our customers' expectations.

We are not perfect, but we try to be. We hold ourselves to the highest standards, ensuring every customer is treated with respect and every order handled as if it were our own. We support our team members to ensure their career success with training programs, accessible leadership, and ongoing talent development.

Our Mission: "Creating Customers by Servicing Customers"

Our Guiding Principles:

• Put Safety First
• Respect for Others
• Treat Customer Orders Like Our Own
• Deliverable Measurable Excellence
• Pursue Relentless Improvement

About the Job

CDS Logistics is looking to add an enthusiastic, highly-organized Customer Service Representative to our team. We are seeking candidates with 2+ years of experience working in customer service role preferable for a logistics or delivery company. Our team members play a key role in the success of our company; the right candidate will have an opportunity to establish significant relationships not only with external customers, but also internal co-workers to supports the daily operations of our business. CDS advocates an environment where your talents and innovation are recognized and rewarded.

A successful applicant will be able to:

• Perform quality work within deadlines.
• Interact and communicate professionally with internal and external customer groups.
• Prioritize daily tasks in consideration of Organizational Strategic Goals.
• Work independently while understanding the necessity for communicating and coordinating efforts with your stakeholders.

Essential Job Functions:

• Manage Client specific programs
• Make outbound calls and accept inbound calls for scheduling of deliveries.
• Follow up on Customer inquiries not immediately resolved
• Maintain a close relationship with the key personnel within client accounts and internal relationships within the company
• Complete Daily Pre-calls
• Assist Drivers with concerns and issues as they arise
• Assist in calling of time frames
• Manage assigned accounts dispatch boards
• Check customer service voicemail at assigned time
• Continued learning of all client accounts within business
• Provide EXCELLENT customer service to all of our customers
• Enter and retrieve information using computer systems and applications to update records, obtain information for others and respond to most questions and problems of internal and external clients.
• Coordinate with other department personnel to complete all tasks as assigned
• Other duties assigned by the supervisor

Qualifications

Qualifications

• Positive, can-do attitude
• Excellent written and verbal communication skills
• Excellent customer service, organizational and interpersonal skills
• Self-starter and able to work both independently and as a team member
• Passion for supporting a customer-oriented business environment
• Proficiency in Microsoft Outlook, Word, and Excel, and PowerPoint
• High attention to detail, exceptional accuracy, action-oriented, ability to work within stringent timelines and to collaborate across departments to achieve results
• High School diploma or equivalent required.

• 1-3 years Administrative or Customer Service experience in logistics industry

Preferred Qualifications

• Associate's or Bachelor's degree preferred.
• 3 years of experience in customer service/admin position in logistics industry, ideally last mile.
• Bilingual

Supervisory Responsibility

This position has no supervisory responsibility.

Competencies

• The ability to effectively convey information verbally and in writing, and to listen actively to understand and respond appropriately to customer inquiries and concerns.
• A strong focus on providing excellent service to customers, including being responsive, helpful, and professional in all interactions.
• Organizational Skills
• Problem-Solving Skills
• Interpersonal Skills
• Time Management
• Attention to Detail
• Computer Literacy
• The flexibility to adapt to changing priorities, processes, and technologies, and to thrive in a dynamic and evolving work environment.
• The willingness to take initiative, show proactivity, and take ownership of tasks to ensure successful outcomes.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear, sit, stand, for 8+ hours per day, use hands to finger, handle or feel; and reach with hands and arms. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The employee must occasionally lift, push, pull and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading, typing and use of wrists, hands, and fingers.

Travel

Little to no travel is expected for this position.

Work Environment

This job operates in an office environment. This role routinely uses office equipment such as computers, scanners, copiers, telephones. This position also operates near a warehouse environment, however only trained personally are permitted to access the warehouse environment while observing all safety procedures.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.