Customer Service Transportation Specalist

Easypak•St. Lawrence, PA

2d•Onsite

About The Position

The Customer Service/Transportation Specialist processes customer orders, responds to inquiries, investigates and resolves complaints, maintains accurate customer data, and schedules shipments. As a member of a small team, the role also contributes to process improvements and projects and builds positive working relationships across company locations. The position is based in the Easypak Reading, Pennsylvania facility and is in-office, generally from 8:00 a.m. to 5:00 p.m. with a one-hour lunch. Hours may be adjusted upon request within reason.

Requirements

High school diploma required.
5–10 years of experience in customer service.
Microsoft Office computer skills required.
Analytical ability and attention to detail.
Judgment and ability to make timely decisions, seek input from internal resources, and communicate promptly with customers.
Excellent communication skills with customers and other departments.
Ability to set daily tasks and objectives, stay focused, and engage others for help when available.

Nice To Haves

Bachelor’s degree preferred.
Experience in a manufacturing environment preferred.

Responsibilities

Verify purchase order details, including quantity, price, stock availability, lead times, and delivery windows.
Send order confirmations to customers within 24 hours.
Coordinate with production, warehouse, sales, logistics, and engineering to help ensure orders are made and received on time.
Inform customers and sales of production or shipping delays.
Respond to customer calls and emails in a timely manner.
Refer product questions to the sales team and guide customers on billing, lead times, stock items, and custom orders.
Investigate customer complaints and RMAs, verify facts, recommend company solutions, and communicate the company’s position positively.
Share complaint patterns with customer service management and recommend solutions or learnings to prevent similar issues.
Log complaints in IQMS, maintain accurate critical data, and keep the system updated during resolution.
Maintain accurate customer profiles, including buyer contact information, shipping addresses, receiving contacts, and receiving hours.
Use the Order Report and Freight Deployment Tool to book shipments and add orders to the DOC schedule.
Coordinate with production to help ensure orders are completed and shipped on time.
Notify customers when customer-pickup orders are ready and alert customer service or management to issues.
Recommend improvements to processes and tools and assist with creating and updating Standard Operating Procedures.