Customer Service Agent: W/E Days: 6:00 AM-6:00 PM

DSV•Violet Township, OH

About The Position

DSV is seeking a Customer Service Agent for its Solutions division in Canal Winchester, Ohio. The role supports customer accounts and warehouse operations by managing order flow, coordinating inbound and outbound activity, processing orders, and responding to customer inquiries. It also provides administrative and logistical support, maintains accurate records, and helps ensure work is completed in accordance with customer requirements and site procedures. The agent serves as a liaison between customers and warehouse staff, handles complaints and shipment or invoicing questions, and supports shipping and receiving activities. The role also assists with training and mentoring associates, coordinating schedules and work assignments, supporting inventory activities, and participating in site safety programs. The position is full-time and lists a weekend-day schedule of 6:00 AM–6:00 PM. Overtime may be required or voluntary as dictated by business needs.

Responsibilities

Report inconsistencies or problems to the Supervisor or Operations Manager and manage order flow to meet daily requirements.
Coordinate special warehouse projects and serve as a resource for personnel needing assistance.
Lock and secure the facility as scheduled or required.
Respond courteously and efficiently to customer inquiries and complaints concerning work orders, invoices, shipments, inventory counts, and related matters.
Mentor and train new and existing associates in distribution activities and current standard operating procedures, including shipping, receiving, picking, and quality-control documentation.
Assist with forklift operation and certification for associates.
Direct Customer Service Representative team operations toward prescribed objectives.
Assist associates and temporary labor with productivity sheets and accurate recording of production and payroll hours.
Assist the Supervisor with staffing levels and work schedules; help ensure schedules are implemented and assignments are effective and completed properly.
Help ensure associates handle products according to prescribed quality procedures and guidelines.
Respond professionally and promptly to internal and external requests and coordinate inbound and outbound activity for assigned accounts.
Process and input customer orders; run and print shipments from the WMS; and run stock reports to check product availability.
Generate paperwork and information for customer work orders, check orders for special requests, expedite and trace orders, and notify customers about activity concerning their merchandise.
Follow up with other departments to ensure service standards are met and verify customer information to support proper invoicing.
Handle returned merchandise efficiently and ensure proper customer credit is provided.
Investigate and communicate client complaints in accordance with established contact, site, and company protocols.
Oversee Customer Service Department shipping and receiving activity and act as a liaison between the warehouse, office, and customers regarding accounts, invoicing, and credit changes.
Prepare accurate activity reports, research shipping and receiving discrepancies, and provide data-entry and logistical support such as copying, faxing, filing, and labeling.
Ensure shipping and receiving documents are accurate; maintain related data and records; verify receiving counts against packing lists and purchase orders and shipping counts against picking documents; and assist in resolving discrepancies.
Enter and verify accurate, timely data about customer orders, shipments, receipts, physical inventories, and adjustments.
Oversee order paperwork and files; answer calls; operate office machines and computers; greet customers and visitors; and correspond with customers as needed.
Answer and route telephone calls, take messages, provide general information, direct visitors, and assist drivers at the check-in window.
Assist in overseeing warehouse inventories and perform other clerical or floor duties as required by management.
Participate in site safety programs, including Hazardous Communications and Emergency Response programs, and comply with company policies and procedures.
Cross-train in other administrative functions as needed and work overtime as dictated by business needs.