Customer Service Specialist - Dock CSR

Verst Logistics•Litchfield Park, AZ

12h

About The Position

The Customer Service Specialist supports assigned customer accounts on a day-to-day basis and works with internal departments to address account needs. The role establishes customer records, processes orders, prepares sales reports and other requested information, submits invoicing criteria, and may assist with collections. The position handles customer inquiries and issues related to work orders, invoices, shipments, and inventory; enters orders into the ERP system and prepares related paperwork; reviews forecasts and inventory levels; tracks supplier orders and reviews supplier invoices; and coordinates production plans and customer meetings. It also handles item setup and standard operating procedure requests, customer invoicing, credits, pricing corrections, aged inventory communication, item master integrity, month-end close, and account summaries. The Specialist maintains account files and reports, including DARs, responds to special reporting requests, and communicates customer dissatisfaction trends and recommendations to management. The position also supports office assignments and participates in LEAN and continuous process improvement activities. The work is performed in a typical office environment that is not routinely exposed to adverse environmental conditions.

Requirements

High school diploma or GED.
One to three years of experience in a manufacturing or planning office environment; an appropriate college degree may substitute for experience.
Ability to handle collection activities and sensitive customer communications as needed.
Excellent written and verbal interpersonal and communication skills.
Typing speed of at least 30 words per minute.
Experience with Microsoft Office applications, including solid Microsoft Excel skills.
Ability to adapt to various customer software programs and access customer portals as needed.
Ability to work well under pressure and demonstrate professionalism and tact in business dealings.

Nice To Haves

A college degree in a related field, such as Logistics or Business Management.

Responsibilities

Research and respond courteously and efficiently to customer inquiries and account issues concerning work orders, invoices, shipments, inventory counts, and other matters.
Enter customer orders accurately into the ERP system and generate paperwork and information required by customers and internal production and shipping teams.
Review forecast demand from sources such as Excel files, customer websites, and portals; monitor inventory; track supplier orders; and review and approve supplier invoices.
Plan and distribute account production plans internally based on available raw materials.
Participate in customer meetings or calls as needed and coordinate with internal support teams.
Present contract review information, including SOPs and item-specific instructions, to internal teams.
Process item setup and SOP generation requests.
Invoice customers at their specified intervals, maintain the financial workbench, resolve outstanding invoices as needed, issue credits, and review and correct pricing.
Communicate aged inventory with customers and work toward resolution; ensure item master integrity; complete month-end close; and maintain accurate customer account summaries.
Report signs or trends of customer dissatisfaction to management and recommend ways to resolve issues.
Create and maintain customer reports, including DARs, for management and customers, and respond promptly and accurately to special reporting requests.
Maintain related account paperwork and assigned customer files.
Respond to other office assignments as needed and participate in LEAN and continuous process improvement.