Service Delivery Rep

Job Title

Overall Responsibilities:

Support end-to-end shipment tracking and follow established SOPs

Monitor shipments using dashboards and identify open or aging items

Classify delivery exceptions and follow defined resolution processes

Assist with appointment scheduling and updates

Communicate with carriers using approved templates

Maintain and retrieve shipment documentation (BOL, PRO, POD)

Compile required documentation for cases and escalations with guidance

Perform basic data checks for shipment accuracy

Update systems with shipment status and notes

Document case activity with clear next steps and ownership

Capture initial details for shortages, damages, or discrepancies (OS&D)

Follow SOPs for returns, refusals, and reconsignment requests

Recognize standard accessorial types

Provide updates to internal stakeholders when requested

Follow routing guides and SOPs for all clients

Escalate issues according to defined processes

Minimum Qualifications / Skills /Requirements:

At least two years of Customer Service Experience

At least 2 years using Microsoft Office; intermediate to advanced level experience in Excel required

High School Diploma or equivalent

Must display initiative and flexibility to work in a fast-paced, changing environment

Intermediate excel experience (Pivot, Vlookup, SUM, etc)

Ability to communicate effectively via email

SAP experience a plus but not required

Strong communication skills

Outlook experience

Inquiries and communication with inventory, operations and purchasing team

Work in SAP to create deliveries and collaborate with account and purchasing team to troubleshoot issues with orders

Check and monitor available stock and order status, to ensure that all orders are cleared in a timely manner

Generate and maintain reports used for internal and client communications

All task support through Microsoft PowerBI and SAP reports

Preferred Qualifications / Skills:

Bachelors Degree

Microsoft Office experience in PowerPoint and Power BI

3PL, Supply Chain, Logistics or similar experience preferred

Ecommerce experience preferred

SAP knowledge

Project management experience

Strong organizational skills

Solid analytical ability

Strong verbal and written communication skills

Effective management of time and multi-tasking

Ability to work independently and with others