Customer Service Representative (Logistic)

Distro•Newark, NJ

13d•Onsite

About The Position

Bennett Heat Treating & Brazing Co., Inc. is seeking a dependable, organized, and detail-oriented Customer Service Representative to serve as a primary point of contact for customers and support daily order, shipping, warehouse, and billing processes. The main responsibility is answering approximately 20 to 50 incoming customer calls per day, most of which concern order status. The representative gathers relevant details, researches orders in the Visual Shop ERP system, coordinates with the warehouse when needed, and provides customers with verified updates. The role also includes responding to email inquiries, preparing daily UPS labels, scheduling common-carrier pickups, generating shipping tickets and certifications, attaching purchase orders, and checking that completed orders include the documentation needed for shipping and billing. The position operates in a highly manual and process-driven industrial environment involving traditional procedures, paper documentation, computer systems, frequent customer communication, and cross-functional coordination. Training will be provided on company-specific Visual Shop workflows, and additional responsibilities may be learned gradually.

Requirements

At least three years of customer service experience.
High school diploma or equivalent.
Proficiency with Microsoft Word, Excel, and Outlook.
Strong verbal and written communication skills and professional telephone and email etiquette.
Ability to manage approximately 20 to 50 incoming calls per day.
Strong attention to detail, critical-thinking, problem-solving, research, organization, and follow-up skills.
Ability to manage multiple inquiries, interruptions, and priorities and to review documents for completeness and accuracy.
Team-oriented work style, dependable attendance, and punctuality.
Ability to work in a highly manual and process-driven environment and learn Visual Shop ERP and company-specific procedures.
Willingness to coordinate with warehouse, shipping, quality, and billing employees.
Reliable transportation or a dependable commute plan.

Nice To Haves

Customer service experience in manufacturing, industrial services, logistics, distribution, or warehousing.
Experience researching customer order status.
Experience with ERP or order-management systems; previous Visual Shop ERP experience is preferred.
Experience preparing UPS shipping labels.
Experience coordinating common-carrier pickups.
Familiarity with customer freight accounts.
Experience preparing shipping tickets, certifications, or order documentation.
Experience reviewing purchase orders.
Experience supporting billing or invoice documentation.
Minor purchasing or vendor-coordination experience.
Manufacturing, industrial, or shipping experience; this is helpful but not required for candidates demonstrating strong customer service, accuracy, organization, and learning ability.

Responsibilities

Answer approximately 20 to 50 incoming customer calls per day, gather relevant details, communicate professionally, document requests, and escalate technical, quality, pricing, or unusual service concerns as appropriate.
Respond promptly to customer emails, request missing information, provide clear updates, maintain organized records, and follow up until inquiries are resolved.
Research order status in the Visual Shop ERP system, review system information, coordinate with warehouse personnel when needed, and verify details before communicating with customers.
Provide customers with regular, accurate updates about order progress, changes, completion, pickup, and shipping; track open requests and promised follow-ups.
Generate shipping tickets and required certifications, attach the correct purchase order, verify documentation, and organize records for pickup, shipment, and invoicing.
Prepare UPS shipping labels daily, confirm shipping and customer details, coordinate package readiness, and maintain tracking information when available.
Schedule and coordinate approximately five common-carrier pickups per week, confirm shipment and freight details, follow up on pickup changes or delays, and maintain records.
Review completed orders for required shipping and billing documents, resolve missing information with the appropriate department, and help prevent invoicing delays.
Research and attempt to resolve routine customer and shipping issues, coordinate with relevant departments, escalate matters outside the role's authority, and document resolutions.
Assist with routine or minor purchasing activities, vendor communication when assigned, purchasing records, and daily office and administrative functions.