Customer Service Transportation Specalist

Easypak•St. Lawrence, PA

2d•Onsite

About The Position

The Customer Service/Transportation Specialist is accountable for processing customer orders, responding to customer inquiries, investigating and resolving complaints, maintaining accurate customer data, and scheduling shipments. As a member of a small team, the role also contributes to process improvements, improvement projects, and positive working relationships across company locations. The position is based at Easypak’s Reading, Pennsylvania facility and is in-office. The stated schedule is 8:00 a.m. to 5:00 p.m., with a one-hour lunch; hours may be adjusted if requested and considered reasonable.

Requirements

High school diploma.
Five to ten years of customer service experience.
Microsoft Office computer skills.
Analytical skills and attention to detail.
Ability to make timely decisions, seek input from internal resources, and communicate quickly with customers.
Excellent communication skills with customers and other departments.
Ability to set daily tasks and objectives, stay focused, and engage others for assistance when available.

Nice To Haves

Bachelor’s degree.
Experience in a manufacturing environment.

Responsibilities

Verify customer purchase orders for accuracy, 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 for packaging recommendations.
Assist customers with billing, lead times, stock inventory items, and custom orders.
Investigate customer complaints (RMA), verify facts, recommend appropriate company solutions, and communicate the company’s position positively.
Share complaint patterns with customer service management and recommend solutions or lessons to help prevent similar issues.
Record complaints in the IQMS system, maintain accurate critical data, and update the system during resolution.
Maintain accurate customer profiles, including buyer contact details, shipping addresses, receiving contacts, and receiving hours.
Use the Order Report and Freight Deployment Tool to book customer 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 existing processes and tools.
Assist with creating and updating Standard Operating Procedures.