Sr Customer Service Representative

Americold • Columbus, OH

6d • Onsite

About The Position

The Sr Customer Service Representative will be the primary point of contact for National Accounts across multiple sites. This role involves responding to customer inquiries, processing orders, handling complaints, and performing various clerical duties. The Senior Representative will also be responsible for coordinating recalls, national holds, item master maintenance, and reporting across multiple sites, as well as training and coaching other customer service staff.

Requirements

• High school diploma or general education degree (GED) preferred
• 2-4 years of work related experience
• Ability to work in a fast paced environment
• Ability to handle multiple tasks at the same time
• Flexibility and initiative
• Experience working with challenging customers
• Excellent communication skills
• Strong problem solving skills
• Understand the specific needs and requests of customers, the nature of their product and storage and handling needs
• Must be able to relate to other people beyond giving and receiving instructions: they must get along with co-workers without exhibiting behavioral extremes; perform work activities requiring reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to criticism from a supervisor
• Knowledge of Warehouse Management Systems
• Knowledge of Microsoft Office Suite
• Desktop computers
• Accurate typing and data entry skills
• Requires the ability to sit for long periods of time, with frequent interruptions
• Requires several hours per day of sitting, getting up and down from chairs, and reaching, or bending
• Requires manual dexterity with normal hand and finger movements for typical office work
• Talking, hearing, and seeing are important elements of completing assigned tasks
• May carry loads related to travel and occasionally lifts, carries, positions, or moves objects weighing up to 20 pounds
• Requires the use of various electronic tools
• Requires the ability to relate to others beyond giving and receiving instructions: must partner with colleagues without exhibiting behavioral extremes
• Requires the performance of work activities including reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to constructive feedback from executive management

Responsibilities

• Respond to all customer inquiries and complaints concerning work-orders, shipments, inventory counts, etc.
• Report customer feedback to management.
• Act as liaison between customer and warehouse for account administration, and between customer and office for invoicing and credit changes.
• Generate all paperwork/information required for customer work orders, including checking on special requests, expediting orders where necessary, tracking orders, and post inventory records.
• Assure proper invoicing of accounts by verifying computer-generated invoices.
• Provide clerical support including overseeing all paperwork associated with orders, maintaining corresponding files, answering phones, operating office equipment/computers needed to perform duties, and greeting visitors.
• Schedule loads as required.
• Maintain updated reports to ensure all loads are empty and closed.
• Resolve refused product, over, short and damaged (OS&D) orders.
• Follow attendance policy, show up for work on time and ready to work assigned shift.
• Perform other duties as required and assigned.
• Maintain and ensure favorable contacts with customers.
• Coordinate recalls, national holds, item master maintenance, reporting, etc., across multiple sites.
• Participate in training and coaching on customer service functions.
• Provide coaching and direct the customer service work in applicable locations.

Benefits

• The Company’s good-faith and reasonable estimate of the range of possible compensation at the time of posting for this position is $24.00 hourly. Rate may vary based on work location.
• Americold is an Equal Opportunity/Affirmative Action Employer and complies with applicable employment laws.
• EOE/AA M/F/D/V DFW.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED