Customer Service Representative

Job Description

Job Description

Are you ready to join a Global Leader in the Freight Forwarding and Contract Logistics field, who knows their employees are their greatest strength?

LOGISTEED-America is on a mission to deliver high-quality transportation and logistics services and help make the world a better place for generations to come. We are looking for a Customer Service Representative to join us on this mission!

Location: Elk Grove Village, IL

WHO WE ARE:

Founded in 1950, LOGISTEED-America is part of a global network of companies providing transportation and logistics services including ocean & air freight transport, contract logistics, customs brokerage, supply chain management, and more.

Summary

The Warehouse Customer Service Lead reports to the LOGISTEED-America, Inc. Warehouse Manager. The successful candidate in this position will possess skills and experience which include knowledge of warehouse logistics and best customer service practices. This position requires an organized and detail-oriented individual to work in a fast paced warehouse operations environment, while exhibiting good written, verbal and PC skills, with good interactive skills with customers, vendors and co-workers. Including competencies in:

• Data entry
• Strong communication skills
• Attention to detail

Qualities

• Ethical with sound business judgement
• Possesses a passion to help team members
• Strong customer relations
• Detail-oriented
• Reliable, follows through on commitments
• Goal-oriented, task driven
• Balances team’s needs with goals of organization
• Outstanding written, verbal, presentation and organization communication skills

Essential Duties & Functional Responsibilities Required

Required Knowledge Skills & Abilities

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions

OPERATIONS

• Meeting established procedures and productivity, safety and quality and productivity standards
• Meets attendance & punctuality standards
• Read and comprehend SOP’s, work instructions, email and documents; measure and count accurately; write legibly
• Resolve customer problems and find best possible solutions
• Work hand-in-hand with warehouse team to correspond with the customer
• Become a SME (Subject Matter Expert) and understand the customer’s needs to provide real, effective solutions and deliver exceptional customer service
• Learn and train in the Inbound and Outbound departments to be able to navigate the WMS and research customer concerns
• Research all questions from beginning to end without the need to interrupt the operation
• Compile, verify, record and process forms and documents
• Ability to use the WMS to plan, allocate, and manage the daily orders in the system
• Can accurately receive and ship material through the WMS
• Continuously review condition of work areas and suggest / implement corrective actions and improvements
• Ability to follow the status of the inbound /outbound operation and help Supervisor to grasp the status of the operation by referring to WMS and by creating spread sheets.
• Build knowledge of department policies & procedures in order to improve efficiencies as well as timely and accurate results
• Ability to set priorities and be able to multi-task with conflicting priorities
• Assist the Warehouse Manager in the successful and timely flow of production
• Ability to work independently and in support of the team
• Maintain the security and safety of the warehouse and distribution
• Arrange transport of local and regional shipments
• Ability to use radio to coordinate trailer movements with switcher to designated docks
• Create and retrieve bill of ladings, shippers and master labels from the trailer and verify parts match
• Ability to identify, document, and report damage.
• Ability to work in fast paced warehouse environment.
• Manage multiple customers across the globe coordinating shipments between multiple carriers and modes of transportation
• Perform product inspection and re-packaging per customer specifications
• Process small parcel shipments (UPS / FedEx)
• Perform other duties as assigned by manager

COMMUNICATIONS

• Communicate with customers in a professional, timely, and courteous manner
• Provide knowledgeable and honest answers to customers concerning orders and order statuses
• Respond to all customer inquiries in a timely manner
• Communicate both orally and in writing with a clear and concise manner
• Ability to send and receive messages and documents to both internal and external customers

SAFETY

• Performing tasks safely
• Ensuring area housekeeping requirements are met
• Abiding by all Federal. State, Local safety regulations and OSHA rules and LOGISTEED-America, Inc. safety practices

TRAINING

• Participate in application of LUS policies and procedures including but not limited Attendance and Punctuality policy, progressive corrective action, and other.

COLLABORATION

• Should be available on a rotating basis for holiday, night and weekend shifts to meet required customer/business needs.
• Provide administrative support to Manager and Supervisors
• Other duties as assigned by the Supervisor or Manager

Non -Essential Functions

• Perform other duties as assigned

Competencies

• Strategic Thinking
• Problem Solving/Analysis
• Project Management
• Organized / ability to prioritize
• Communication Proficiency
• Personal Effectiveness/Credibility
• Multi-tasking with conflicting priorities

Supervisory Responsibility

• Help lead the office staff / clerks on daily task

Preferred Qualifications, Required Knowledge Skills & Abilities and Working Conditions

Previous Work Experience

• Minimum of 1 year continuous work experience
• Demonstrated data entry and customer service skills
• Minimum of 2 years’ of relevant experience in Warehouse/Distribution/Manufacturing/Logistics

Education and Certifications

• High School diploma or general education degree (GED)
• Equivalent work experience will be considered

Experience Requirements and Preferences

• Attendance at assigned work facility is required
• Strong interpersonal skills
• Strong written and verbal communication skills
• Experience with various multi-task office operations preferred
• Ability to coordinate vendors and projects to completion

• Intermediate/Advanced Microsoft Word and Excel
• Ability to work in multiple systems
• Ability to input and retrieve data are a must
• Experience in a logistics or manufacturing environment,
• Requires flexibility and understanding that all staff may be required to perform duties outside their normal area of expertise to meet the mission and goal of the warehouse
• Ability to respond to situations in a prompt and professional manner
• Energetic and highly motivated to succeed

• Must be able to read and comprehend, write legibly and count accurately
• Experience with WMS (Warehouse Management Systems) is a plus
• Proven strong business acumen
• Fluency in English
• Must pass drug and criminal background check

Additional Eligibility Qualifications

• Ability to read, analyze and interpret spreadsheets, data and business documents
• Ability to respond effectively to time sensitive work requests, inquiries and or complaints via all media

Work Authorization/Security Clearance (if applicable)Must be legally authorized to work in the United States

Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to stand, walk or sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend crouch or crawl; talk or hear; taste or smell. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move objects up to 25 pounds, and occasionally lift and/or move up to 35 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT

Up to fifty percent of work time may be spent in various warehouse or other locations where the environment is not climate controlled (hot and cold seasonally).

LOGISTEED-America, Inc. is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION - The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

EOE/M/F/D/V

Monday - Friday 7:30am - 4:00pm with occasional Saturdays as business needs dictate