Customer Service Associate

Customer Service Logistics Coordinator

The primary function of a Customer Service Logistics Coordinator is to provide administrative and customer service support in the execution of the agreed scope of work for assigned customers. Typical activities associated with servicing customers include processing inbound receipts and outbound orders, handling telephone inquiries, organizing paperwork, filling, and tracking activities for billing, customer billing, handling complaints, scheduling carrier pickups and deliveries.

Essential duties and responsibilities include:

• Ensuring agreed scope of work services are performed when requested by customer which include monitoring customer calls and emails, questions, etc, communicating internally with work instructions, scheduling inbound and outbound carrier appointments.
• Ensuring HWL operations meet customer quality goals including EDI and other data exchange, communication, value added activities, and other HWL products as required.
• Preparing invoices for both customers and internal departments timely and accurately; ensuring the use of agreed upon rates
• Transferring internal requests into work orders for the warehouse floor staff
• Escalating requests to product leadership for customers' non-standard services and/or pricing.
• Taking ownership of and professionally managing customer escalations
• Identifying and escalating bad debt concerns or forecasted claims for assigned customers.
• Educating and managing assigned customers on HWL claims process
• Maintaining customer contract binder that includes all agreement and amendment copies, SOPs, Scope of Work, Schedule of Charges and customer contact details.
• Informing or engaging executive sponsors when significant risks are identified with customers
• Providing timely and accurate analytics and analysis to customers as agreed
• Assisting management team performing various operational reporting activities
• Assisting in the quality/inventory NCR process as needed
• Assisting in managing order flow to the warehouse staff and prioritizing shipments accordingly in WMS
• Managing open order and receipt reports for assigned customer(s) to ensure compliance with agreed scope of work.
• Assigning operational tasks via the warehouse management system, especially those service requests from customers such as cycle counts
• Using warehouse management system for setup and printing of items such as shipping documents and labels
• Entering data into system reflecting movement into, out of, and within warehouse
• Reconciling all receipts and issues over, short and damage reports when necessary
• Notifying supervisor of any customer requests for out of scope tasks
• Participating in corrective actions to mitigate the likelihood of revenue or profit loss
• Performing other duties as assigned.

This position does not supervise any direct reports.

Education and experience:

• Associate's degree (A.A.) from a two-year college or technical school or equivalent work experience, or equivalent work experience, or equivalent combination of education and work experience will be considered in lieu of educational requirement
• Two to three years' experience in a contract logistics/warehouse inventory role required
• Two to three years' experience in Customer Service preferred both in person and on the phone
• Knowledge of dealing with and scheduling LTL carriers required with import and export experience preferred
• Experience with billing functions strongly preferred
• Completion of any industry related course is an asset

Knowledge, skills, and attributes:

• Organizational skills
• Time management and prioritization skills
• Customer-focused comfortable working with customers both in-person and over the phone
• Adaptable/flexible to high-pressured environment multi-task when necessary
• Interpersonal skills
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint), Email, and Internet
• Proficient written and verbal communication skills in English
• Ability to calculate figures and amounts such as freight rates, discounts, and other percentages
• Knowledge of domestic transportation documentation and basics of inventory control
• Knowledge of third-party small parcel systems such as UPS and FedEx
• FTZ/bonded facility knowledge helpful

Physical demands:

• Frequently required to stand, and walk
• Regularly required to sit for extended periods
• Regularly uses arms to reach, hands and fingers for computer and phone use
• Speaking clearly and listening for heavy phone contact
• Requires close-up and computer screen distance vision ability

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Inclusion and social diversity are firmly anchored values in our corporate culture. Regardless of gender, age, any disabilities, religion, ethnic origin or sexual identity: We are looking forward to meeting you!