Customer Service Agent

DSV•New Berlin, WI

8d•Onsite

About The Position

The Customer Service Agent (CSR) builds rapport and trust with clients by consistently delivering exceptional service. The role involves accurate and timely entry of shipping and receiving information for one or more customers, as well as order processing that supports 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, prints shipments from the warehouse management system (WMS), checks product availability, prepares work-order paperwork, tracks and expedites orders, and communicates order activity to customers. The role also handles customer inquiries and complaints, supports account administration and invoicing, processes returned merchandise, maintains shipping and receiving documentation and records, enters and verifies operational data, and performs clerical and telephone duties. The CSR may cross-train in other administrative functions to support the site. Overtime may be required, either on a mandatory or voluntary basis, as dictated by business needs. The position is based at DSV's New Berlin, Wisconsin site. Work may involve unregulated warehouse temperatures that range from mild to moderate during warmer and colder months. The work environment is usually low to moderate in noise, with rare exposure to fumes, airborne particles, or toxic or caustic chemicals. Physical activities include occasional handling/fingering and sitting; frequent bending; and constant walking and standing. The role requires lifting, carrying, pushing, or pulling 21–50 pounds, as well as reaching above the shoulder or outward and squatting or kneeling.

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, ranging from mild to moderate.
Intermediate computer skills.
Proficiency with MS Office applications.
Knowledge of WMS functions.
English reading, writing, and verbal skills.
Business writing proficiency.
Intermediate mathematical skills to verify product quantities, count inventory, and perform related duties involving client products.
Strong attention to detail and accuracy, and 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 walk and stand constantly, bend frequently, and occasionally handle/finger objects and sit.
Ability to lift, carry, push, or pull 21–50 pounds, and reach above the shoulder or outward, squat, or kneel.

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.
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 of activity concerning their merchandise.
Follow up with other departments to ensure service standards are met.
Verify customer information as required to ensure proper invoicing of accounts.
Handle returned merchandise efficiently and ensure proper customer credit is given.
Respond to customer inquiries and complaints concerning work orders, invoicing, shipments, and inventory management, including signs of customer dissatisfaction.
Liaise 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.
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.
Assist in resolving discrepancies.
Operate computer terminals proficiently and enter and verify data for orders, shipments, receipts, physical inventories, and adjustments accurately and promptly.
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 or take messages, provide general information, and direct visitors to the appropriate department.
Assist drivers at the check-in window at various times throughout the day.
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.