Customer Service Agent

DSV•Manassas, VA

10d•$19 - $21•Onsite

About The Position

The Customer Service Agent (CSR) builds rapport and trust with clients by consistently providing exceptional service. The role is responsible for accurate, timely entry of shipping and receiving information for one or more customers and processing orders to support efficient site operations. Associates are expected to meet company objectives for performance, safety, and quality and comply with corporate and site-specific policies. The CSR processes customer orders, runs and prints shipments from the warehouse management system (WMS), checks stock availability, prepares work-order paperwork, verifies special requests, expedites and traces orders, and keeps customers informed about merchandise activity. The role also supports accurate invoicing, returned-merchandise handling, shipping and receiving documentation, records, reports, discrepancy resolution, data entry, and general clerical and communication duties. The CSR serves as a liaison between customers, the warehouse, and the office, and may cross-train in other administrative functions to support the site. The position is based at DSV’s Manassas, Virginia location. The work environment is generally low to moderate in noise; exposure to fumes, airborne particles, and toxic or caustic chemicals is rare. The role requires working in warehouse temperatures that can range from mild to moderate during warmer and colder months. Overtime may be required as dictated by business needs.

Requirements

High school diploma or GED.
At least 1 year of experience in a customer service-related capacity.
Ability to work in unregulated warehouse temperatures during warmer and colder months, which can range from mild to moderate.
Intermediate computer skills and proficiency with MS Office applications and WMS functions.
English reading, writing, and verbal skills, including business writing proficiency.
Intermediate mathematical skills to verify product quantities, count inventory, and perform related duties.
Strong attention to detail and accuracy, with the ability to complete tasks in a timely manner.
Ability to perform duties with minimal supervision or guidance.
Ability to multitask and communicate effectively.
Ability to adapt to change and thrive in a stimulating, fast-paced work environment.

Nice To Haves

1–3 years of warehouse or logistics support experience.
2–3 years of experience in a customer service-related capacity.

Responsibilities

Process and input customer orders.
Run and print shipments from the warehouse management system (WMS).
Run stock reports to check product availability.
Generate paperwork and information required for customer work orders.
Check orders for special requests; expedite and trace orders as needed and notify customers about activity concerning their merchandise.
Follow up with other departments to ensure service standards are met.
Verify customers as required to ensure proper invoicing of accounts.
Handle returned merchandise efficiently and ensure customers receive appropriate credit.
Respond to customer inquiries and complaints concerning work orders, invoicing, shipments, and inventory management, including signs of customer dissatisfaction.
Act as a liaison between the warehouse and customers for account administration, and between the office and customers regarding invoicing and credit changes.
Ensure the accuracy of receiving and shipping documents and maintain data and records related to shipping and receiving activities.
Verify that receiving counts match packing lists and purchase orders, and that shipping counts match picking documents.
Prepare customer service reports as required by supervisors and assist in resolving discrepancies.
Enter and verify data concerning customer orders, shipments, receipts, physical inventories, and adjustments accurately and promptly.
Oversee order paperwork and maintain corresponding files.
Answer telephone calls, operate office machines and computers, greet customers and visitors, and correspond with customers as required.
Route incoming calls, take messages when necessary, answer general inquiries, direct visitors to the appropriate department, and assist drivers at the check-in window.
Cross-train in other administrative staff functions as needed to support the site and associate development.
Work overtime as dictated by business needs, whether mandatory or voluntary.