Warehouse Customer Service Team Lead

GEODIS•Edison, NJ

7d•Onsite

About The Position

The Warehouse Customer Service Team Lead is responsible for tracking freight shipments from multiple warehouses to destination via WMS and web-based visibility portal. Leads customer service activities such as responding to inquiries, processing orders, and handling customer complaints.

Requirements

High school diploma or GED (General Education Diploma) required; 2 year college degree preferred
Minimum 3 years related experience or equivalent combination of education and experience
Experience with Synapse operating systems and warehouse management systems
PC literate with experience with Microsoft Outlook, Word and Excel
Excellent written and oral communication skills to effectively present information and respond to questions from groups of managers, customers, and co-workers
Ability to write reports, business correspondence, and procedure manuals
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Nice To Haves

2 year college degree preferred

Responsibilities

Utilizes warehouse management systems to track the entire timeline of customer orders; such as Mercury Gate, Synapse, Red Prairie, etc.
Communicates directly with customers and their distributors along with the transportation department and warehouses on the status of orders tracked
Works directly with account customer service group and distributors to resolve issues related to warehouse and transportation services
Provides leadership to the Customer Service Representatives by solving problems, offering guidance, and providing support
Interacts with customers by phone, email, or in person and receives orders or changes in service
Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation
Coordinates special, last minute shipping requests with the transportation departments, expediting orders as necessary
Traces orders as required and notifies customers of any activity concerning their merchandise, including shipping and tracing information
Assures proper invoicing of accounts by verifying computer generated invoices
Maintains a good working relationship with customers by responding to all inquiries and complaints concerning receipts, invoices, shipments, inventory counts, etc., in a courteous and efficient manner
Reports customer feedback to management, including any signs of customer dissatisfaction
Acts as liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes
Performs paperwork associated with orders including the maintenance of customer files
Maintains current and accurate procedure book which details the processing requirements for each account; prepares any report concerning customer services activities and performs other customer service and company related duties as necessary
Notifies management of all requested changes from the customer regarding shipping, handling, or administrative characteristics
For food accounts, incumbent is responsible to report food safety problems to senior management to initiate action
Other duties as required and assigned

Benefits

Fair pay
Bonus opportunities
Access to telemedicine from day 1 at no cost
Healthcare, dental, and vision at affordable costs after a short waiting period
Paid holidays
Time off
Short-term disability
New parent leave
Safe, clean, and healthy work environment
Support for career advancement and promotion opportunities
GEODIS Compassion Fund for grants to teammates who have experienced unexpected catastrophes
Opportunities to volunteer in the community or donate to the GEODIS Foundation or GEODIS Compassion Fund
Inclusive culture with Employee Resource Groups and opportunities to celebrate heritage