Customer Service Agent, Operations

DSV•Burleson, TX

11d•Onsite

About The Position

The Customer Service Agent, Operations is responsible for building rapport and trust with clients by consistently delivering exceptional service. The role involves accurate and timely data entry for shipping and receiving, processing customer orders, and supporting the efficient operation of the site. Associates are expected to meet company objectives for performance, safety, and quality and comply with corporate and site-specific policies. The position handles customer inquiries and complaints, coordinates between customers, the warehouse, and office teams, and maintains accurate shipping, receiving, order, and account records. It also includes clerical and communication duties such as answering calls, greeting visitors, assisting drivers at the check-in window, and maintaining order-related paperwork. Customer Service Representatives may cross-train in other administrative functions to support the site and associate development. Overtime may be required based on business needs. The role is based in the Burleson, Texas area. The employee may work in warehouse areas with unregulated temperatures ranging from mild to moderate during warmer and colder months. The work environment usually has low to moderate noise, with rare exposure to fumes, airborne particles, or toxic or caustic chemicals. Physical demands include frequent bending; constant walking and standing; occasional handling/fingering and sitting; and the ability to lift, carry, push, or pull 21–50 pounds, reach above the shoulder or outward, and squat or kneel.

Requirements

High school diploma or GED.
At least 1 year of experience in a customer service-related capacity.
Intermediate computer skills.
Proficiency with Microsoft Office applications and WMS functions.
English reading, writing, and verbal communication skills.
Business writing proficiency.
Intermediate mathematics skills for verifying product quantities, counting inventory, and performing 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.
Effective communication skills.
Ability to adapt to change and thrive in a stimulating, fast-paced work environment.
Ability to work in unregulated warehouse temperatures during warmer and colder months, ranging from mild to moderate.
Ability to meet the physical demands of the role, including walking and standing constantly, bending frequently, and lifting, carrying, pushing, or pulling 21–50 pounds.

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 enter customer orders.
Run and print shipments from the WMS.
Run stock reports to check product availability.
Generate paperwork and information required for customer work orders.
Check orders for special requests.
Expedite orders as necessary, trace orders, 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 account invoicing.
Handle returned merchandise efficiently and ensure proper customer 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 in account administration, and between the office and customers regarding invoicing and credit changes.
Ensure the accuracy of receiving and shipping documents.
Gather and maintain data and records related to shipping and receiving activities.
Ensure receiving counts match packing lists and purchase orders, and shipping counts match picking documents.
Prepare customer service reports as required by supervisors and assist in resolving discrepancies.
Operate computer terminals proficiently and accurately enter and verify data regarding orders, shipments, receipts, physical inventories, and adjustments.
Oversee order paperwork and maintain corresponding files.
Answer phone calls, use office machines and computers, greet customers and visitors, and correspond with customers as required.
Answer incoming calls courteously and promptly, route calls to the appropriate parties, take messages, and provide general information.
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.