Distribution Customer Service Representative

NFI Industries•Chino, CA

About The Position

The Distribution Customer Service Representative performs customer service activities, including responding to inquiries, processing orders and receipts, and handling complaints promptly, courteously, and effectively. The role also involves answering and routing telephone calls, greeting visitors, scheduling, and other clerical duties as directed by the Customer Service Supervisor or Office Manager. The representative supports customer accounts by coordinating with warehouse, traffic, operations, and office teams; maintaining order-related paperwork and account files; and ensuring accurate invoicing, shipping information, and service follow-up. The position requires the ability to work in varying facility conditions and availability for irregular or extended hours, including nights, weekends, and potentially holidays as needed.

Requirements

High school diploma or equivalent.
Strong computer knowledge, including MS Office applications.
Basic typing skills.
Familiarity with 10-key.
Familiarity with shipping software systems, including UPS and Federal Express.
Excellent oral and written communication skills.
Excellent customer service skills.
Ability to work in varying facility conditions.
Ability and availability to work irregular or extended hours, including nights, weekends, and potentially holidays as needed.

Responsibilities

Respond to customer inquiries and complaints concerning work orders, invoices, shipments, inventory counts, and related matters in a courteous and effective manner.
Process and input customer orders.
Produce stock reports to check product availability.
Prepare paperwork and information required for customer work orders.
Coordinate special and last-minute shipping requests with the Traffic and Operations Departments, expediting orders as necessary.
Follow up with other departments to ensure service standards are being met.
Verify computer-generated invoices to help ensure accounts are invoiced properly.
Prepare shipping and tracing information for customers as required.
Maintain damage records and back-order logs.
Communicate customer feedback to management, including signs of dissatisfaction.
Act as a liaison between the warehouse and customers in administering accounts, and between the office and customers regarding invoicing and credit changes.
Oversee order-related paperwork and maintain corresponding files.
Maintain a current and accurate procedure manual detailing processing requirements for each account.
Answer and route telephone calls, greet visitors, schedule, and perform other clerical duties as directed by the Customer Service Supervisor or Office Manager.