2nd Shift Customer Service Representative

Agile Cold Storage•Joliet, IL

About The Position

The Customer Service Representative responds to customer inquiries, requests, and complaints related to work orders, shipments, inventory, and accounts. The role coordinates appointment scheduling, order processing, invoicing, documentation, and issue resolution while communicating with customers, brokers or freight forwarders, warehouse operations, and the office. The representative also provides clerical support, maintains files, answers phones, operates office equipment, and covers for other team members. This is a second-shift role scheduled for eight hours per day, five days per week, typically Monday through Friday, though workdays may vary. Hours and shifts may change based on business needs. Occasional overtime, evening, holiday, or weekend work may be required. The work is usually performed in an office setting, with occasional need to leave the premises; the warehouse noise level is usually moderate. The position requires extended sitting and frequent interruptions, along with getting up and down, reaching, bending, and carrying light loads. Occasional climbing, squatting, kneeling, and lifting, carrying, pushing, or pulling loads up to 20 pounds may be required. Manual dexterity and the ability to speak, hear, and see are important. Employees must follow office and safety protocols, including applicable grooming, hygiene, dress-code, and PPE requirements. The representative may occasionally be placed in charge of special projects with support from front-line supervision.

Requirements

Two years of customer service experience, or an appropriate combination of education and experience.
Computer skills in Microsoft Word, Outlook, Excel, PowerPoint, and Access, and ability to use the Internet.
Clerical skills in managing files and records and knowledge of office procedures and terminology.
Ability to pay close attention to detail and remain pleasant and cooperative under pressure, including when meeting deadlines or working with difficult individuals.
Strong communication skills, including the ability to read and speak English.
Must be able and willing to complete a pre-employment basic math skills test.
Must be able and willing to complete a pre-employment background check and drug screen.
Strong teamwork skills.
Proficient English and math skills and ability to follow written and verbal instructions.
Organizational and time-management skills.
Ability to sit for long periods with frequent interruptions and to get up and down, reach, bend, and carry light loads.
Manual dexterity for typical office work; ability to speak, hear, and see to complete assigned tasks.
Ability to occasionally climb, squat, kneel, bend, and lift, carry, push, or pull up to 20 pounds.
Ability to follow office and safety protocols, including applicable PPE requirements.

Nice To Haves

High school diploma or GED.

Responsibilities

Respond to customer inquiries, requests, and complaints concerning work orders, shipments, inventory, and related matters.
Schedule inbound and outbound appointments in the Dock Management System (DMS).
Communicate with customers, customer brokers or freight forwarders, warehouse operations, and the office about accounts, inventory, invoicing, and credit changes.
Process and verify computer-generated invoices to assure proper invoicing of accounts.
Prepare paperwork and information for customer work orders; handle special requests, expedite and track orders, and post inventory records.
Review order details for compliance with Company policies and procedures.
Research issues, obtain supporting paperwork and approvals, and process credits and debits.
Provide clerical support, including managing order paperwork and files, answering phones, operating office equipment and computers, and greeting visitors.
Provide coverage for other team members.
Enter orders accurately in the WMS.
Perform work safely and follow Company safety rules.
Perform other duties as assigned to fulfill Agile’s objectives.
May take charge of special projects with support from front-line supervision.