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 delivering consistent, exceptional service. The role is responsible for accurate and timely entry of shipping and receiving information, processing customer orders, and supporting 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 WMS, checks stock availability, prepares paperwork, handles special requests, tracks and expedites orders, and follows up with other departments. The role also supports account invoicing and returned-merchandise credits; responds to customer inquiries and complaints; and acts as a liaison between customers, the warehouse, and the office. Additional work includes maintaining accurate shipping and receiving documentation and records, entering and verifying order and inventory data, preparing reports, resolving discrepancies, maintaining order files, handling calls and visitors, and assisting drivers at the check-in window. CSRs may cross-train in other administrative functions and may work overtime as dictated by business needs. This position is based in Manassas, Virginia, and the expected base pay range is $19.00–$20.50 per hour.

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 Microsoft Office applications and WMS functions.
English reading, writing, and verbal skills; business writing proficiency.
Intermediate mathematics 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 and to multitask.
Effective communication skills.
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 WMS, and check stock reports for product availability.
Generate paperwork and information for customer work orders; check orders for special requests; expedite and trace orders as needed and notify customers of activity concerning their merchandise.
Follow up with other departments to help meet service standards; verify customer information for proper invoicing; process returned merchandise and ensure appropriate customer credits.
Respond to customer inquiries and complaints about work orders, invoicing, shipments, and inventory management, including signs of dissatisfaction.
Liaise between the warehouse and customers in account administration and between the office and customers regarding invoicing and credit changes.
Ensure receiving and shipping documents are accurate; maintain shipping and receiving records; verify receiving counts against packing lists and purchase orders and shipping counts against picking documents.
Prepare customer-service reports as required and assist in resolving discrepancies.
Operate computer terminals and accurately enter and verify data about orders, shipments, receipts, physical inventories, and adjustments.
Oversee order paperwork and maintain files; answer calls, operate office machines and computers, greet visitors, and correspond with customers.
Answer, route, and take messages for incoming calls; provide general information and direct visitors to the appropriate department.
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.