Customer Service Representative (CSR) - 3PL

Job Description

Job Description

The Customer Service Representative (CSR) serves as the primary liaison between third-party logistics (3PL) warehouse operations and customers. This role oversees daily account communications, coordinates inbound and outbound shipments, resolves operational issues, and ensures accurate order processing within the warehouse management system (WMS). The ideal candidate is highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced logistics environment.

Key Responsibilities

• Customer Account Management: Serve as the primary point of contact for assigned customer accounts, providing timely updates and professional support.
• Shipment Coordination: Manage and coordinate inbound receipts, outbound shipments, inventory transfers, and customer returns.
• WMS Operations: Create, review, process, and release work orders while maintaining accurate system records.
• Order Tracking: Monitor order progress, identify potential delays, and proactively communicate status updates or issues to customers.
• Documentation Review: Verify bills of lading (BOLs), advance shipping notices (ASNs), shipping labels, and routing instructions for accuracy and compliance.
• Discrepancy Resolution: Investigate and document inventory shortages, overages, damages, and shipment discrepancies, escalating issues when necessary.
• Proof of Delivery (POD): Request, obtain, track, and maintain proof-of-delivery documentation from carriers.
• Warehouse Coordination: Collaborate with warehouse supervisors and operations teams to ensure orders are processed accurately and completed on schedule.
• Inventory Support: Assist with inventory inquiries, cycle counts, physical inventory audits, and discrepancy investigations.
• Billing Verification: Support billing accuracy by confirming completed warehouse activities, services performed, and associated documentation.
• Records Management: Maintain organized and accurate customer account files, shipment records, and operational documentation.
• Customer Service: Respond to customer inquiries, resolve service-related concerns, and maintain strong customer relationships through clear and timely communication.

Qualifications and Skills

• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.
• Familiarity with warehouse management systems (WMS) and logistics processes.
• Understanding of shipping documentation, inventory control, and order fulfillment.
• Strong problem-solving skills and the ability to resolve discrepancies efficiently.
• Ability to collaborate effectively with customers, warehouse personnel, and transportation partners.
• Commitment to accuracy, customer satisfaction, and timely follow-through.