Customer Service Representative - 1st shift - 9:30am to 6pm, Mon - Fri

ALLEN DISTRIBUTION•Carlisle, PA

About The Position

The Customer Service Representative works in Operations and reports to the General Manager. The role accurately processes incoming and outgoing orders in designated systems and provides customer service for daily warehousing activities. The position is full-time on the first shift, scheduled 9:30 a.m. to 6:00 p.m., Monday through Friday, with overtime when required. The representative coordinates workflow with customers, coworkers, and outside carriers; enters and completes inbound and outbound orders and extra billing; reviews open receipts and orders; and assigns trailers to dock doors to support efficient warehouse flow. The role requires accurate system entries, adherence to standard operating procedures and customer work instructions, and completion and checking of relevant shipping and receiving paperwork. The representative communicates professionally with customers, responds to requests within an hour with a factual response and estimated completion time, and promptly escalates complaints or issues to management. The role also requires following safety and security procedures, maintaining housekeeping, supporting other operational areas as needed, and demonstrating reliability, flexibility, initiative, and a willingness to learn. The job may require overtime, weekends, and holidays to support business goals.

Requirements

Ability to coordinate, problem-solve, and communicate workflow with customers, fellow employees, and outside carriers.
Intermediate computer skills, including Microsoft Office, WMS, document scanning, copying, and basic office skills.
Proficient and accurate data-entry skills.
Ability to sit for extended periods.
Ability to twist, squat, and reach above shoulder level.
Ability to work the hours needed to support business goals, including overtime, weekends, and holidays.
Reliability, punctuality, flexibility, multitasking ability, and willingness to learn changing job tasks.
Ability to maintain accurate, thorough, professional work under deadlines and follow written and verbal instructions.

Responsibilities

Accurately process and complete incoming and outgoing orders in designated systems, including extra billing, by the end of the work shift.
Provide customer service for daily warehousing activities and maintain professional, courteous relationships with customers.
Respond to customer requests within an hour, provide an estimated completion time and factual response, and immediately escalate complaints or problems to management.
Coordinate and communicate workflow with customers, fellow employees, and outside carriers.
Review open receipts and orders daily and communicate issues to a manager or supervisor.
Assign trailers to designated dock doors to support efficient warehouse flow.
Notify a manager or supervisor if trailers are not unloaded or loaded within the designated timeframe.
Follow standard operating procedures, customer work instructions, and applicable safety, security, visitor, and trailer-security policies.
Ensure system entries are accurate and outbound orders, including transfers, have a Bill of Lading or blue outbound form.
Complete dock trailer checks as directed by a manager, verify drop trailers, and update the door log chart.
Ensure lift operators complete inbound and outbound paperwork correctly, and transfer handwritten notes about shortages, overages, or damages to the original Bill of Lading before releasing the driver.
Participate in pre-shift and department meetings, seek additional work when tasks are complete, and assist in operational areas and processes as needed.
Maintain daily housekeeping in the operations building and in equipment, break rooms, restrooms, and smoke areas.
Follow management's written and verbal directions; communicate information professionally and factually and report issues to a manager or supervisor.
Follow safety rules and practices, and immediately report unsafe conduct or conditions.