Customer Service Representative

Job Title

Essential Duties and Responsibilities:

• Respond to all customer inquiries, requests and complaints concerning work-orders, shipments, inventory, etc.
• Schedule inbound and outbound appointments within the DMS (Dock Management System).
• Communicate between customer, the customer's broker or freight forwarding and warehouse operations concerning the customer's account/inventory and office for invoicing and credit changes.
• Assure proper invoicing of all accounts by processing and verifying computer-generated invoices.
• Generate all paperwork/information required for customer work orders including responding to and checking on special requests, expediting orders where necessary, tracking orders, and post inventory records.
• Review order details and ensure they are following company policies and procedures.
• Research issues, obtain supporting paperwork, get approvals and process credits/debits.
• Provide clerical support including overseeing all paperwork associated with orders, maintaining corresponding files, answering phones, operating office equipment/computers needed to perform duties, greeting visitors.
• Provide coverage for other team members.
• All other duties as assigned.

Other Duties and Responsibilities:

• Accurately enter orders in the WMS.
• Perform work in a safe manner following all company safety rules.
• May perform other duties as may be assigned to fulfill Agile's objectives.

Required Qualifications:

• 2 years of Customer Service Experience or an appropriate combination of education and experience.
• Requires computer skills in Microsoft Word, Outlook, Excel, PowerPoint, Access, and ability to use the Internet.
• Requires clerical skills in managing files and records, and other office procedures and terminology.
• Requires the ability to pay close attention to details, and having a personality that is pleasant and cooperative, even when under pressure to meet deadlines, or when working with difficult individuals.
• Strong communication skills with the ability to read and speak English.
• Must be able and willing to complete a pre-employment basic math skills test.
• Must be able and willing to complete a per-employment background check and drug screen.
• Strong teamwork skills.

Preferred Qualifications of Export Coordinator:

• High School Diploma or GED.

Knowledge, Skills & Abilities: The employee must have proficient knowledge of English and math skills. The employee also must be capable of following written and verbal instructions. The employee must have a high attention to detail. Organizational and time management skills will be required.

Work Environment: The working environment is usually in an office setting, with occasional need to leave the premises. Requires the use of a telephone, fax machine, computer terminal calculator, copy machine.

Work Hours: The work schedule is 8-12 hours a day, 3-5 days a week, days vary weekends included. Workdays can vary. Work hours by shift are below:

2nd Shift, rotational schedule 3-5 nights per week, including weekends.

Work hours and shifts are subject to change depending on operating business conditions and needs. The employee may be required to work occasional overtime, evening, and holidays or weekends in order to complete work or to attend meetings.

Physical and Mental Demands: This job will require the ability to sit for long periods of time, with frequent interruptions. This job will also require several hours per day of sitting, getting up and down from chairs, and reaching, bending, or carrying light loads. This job will require manual dexterity with normal hand/finger movements for typical office work. Speaking, hearing, and seeing are important elements of completing assigned tasks. This job will occasionally require climbing, squatting or kneeling, and bending. The job will occasionally require lifting/carrying/push/pull up to 20 lbs. The associate must know and follow proper office and safety protocols; know and follow Agile's grooming, hygiene and dress code policies including appropriate personal protection equipment (PPE) for safety compliance. The noise level in the warehouse is usually moderate.

Supervisory Responsibilities: Occasionally may be placed in charge of special projects with support from front line supervision.