Customer Service Representative (logistic)

Distro•Newark, NJ

1d•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 information, researches orders in the Visual Shop ERP system, coordinates with the warehouse as needed, and provides customers with verified updates. The role also supports email inquiries, order follow-up, shipping documentation, daily UPS label preparation, common-carrier pickup scheduling, and billing documentation. The representative generates shipping tickets and certifications, attaches purchase orders, and verifies that completed orders have the documentation needed for shipping and billing. This is a highly manual and process-driven industrial environment that involves traditional procedures, paper documentation, computer systems, frequent customer communication, and cross-functional coordination. Additional minor purchasing and administrative responsibilities may be introduced gradually based on training, business needs, and demonstrated capability.

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, organization, and follow-up skills.
Ability to research information before responding to customers and to review documents for completeness and accuracy.
Ability to manage multiple inquiries, interruptions, and priorities.
Team-oriented work style and willingness to coordinate with warehouse, shipping, quality, and billing employees.
Dependable attendance and punctuality.
Ability to work in a highly manual and process-driven environment and learn Visual Shop ERP and company-specific procedures.
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 and 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.

Responsibilities

Answer approximately 20 to 50 incoming customer calls per day, identify the reason for each call, gather relevant customer and order details, and communicate professionally.
Research customer order status in the Visual Shop ERP system, review system information, coordinate with warehouse personnel when needed, and verify information before updating customers.
Respond to customer emails, request missing information, provide written updates, maintain organized email records, and follow up until inquiries are resolved.
Track open customer requests, changes, questions, and promised follow-ups; provide regular and accurate updates on order progress, completion, pickup, or shipping.
Generate shipping tickets and required order certifications, attach the correct customer purchase order, verify documentation, and organize records for pickup, shipment, and billing.
Prepare UPS shipping labels daily and verify customer and shipping details, freight-account information, package information, and shipping instructions.
Schedule approximately five common-carrier pickups per week, confirm shipment and freight details, coordinate pickup readiness, and follow up on missed, delayed, or changed pickups.
Review completed orders for required shipping tickets, certifications, purchase orders, and supporting documents; resolve missing information and organize documentation for billing.
Attempt to resolve routine customer and shipping issues, research available information, coordinate with relevant departments, keep customers informed, and escalate matters requiring specialized knowledge or authority.
Assist with routine or minor purchasing activities, vendor communication when assigned, purchasing records, and daily office and administrative functions.
Maintain accurate electronic and paper records and document customer inquiries, issues, resolutions, and required follow-up.
Escalate technical, quality, pricing, unusual service, carrier, or freight concerns to the appropriate team member when necessary.