Are you someone who loves details and thrives in a fast-paced environment? we're looking for a Customer Service Representative (CSR) who has a meticulous eye for detail and can quickly spot when things aren't running smoothly. With a proactive mindset, excellent communication skills, and a knack for organization, you'll be the backbone of our customer support team. As a CSR, you'll ensure our customers' needs are met promptly and professionally, supporting our company's mission to be a leader in the booming e-commerce market.
Key Responsibilities:
Customer Interaction: Build and maintain excellent relationships with customers by responding courteously and professionally to all inquiries related to work orders, invoicing, shipments, and inventory management.
Order Management: Enter and verify customer orders, shipments, receipts, and inventory data accurately and timely.
Cross-functional Collaboration: Work closely with Sales, IT, Finance, and the Supply Chain teams to manage the full cycle of customer orders through EDI and Warehouse Management Systems (Manhattan).
Problem Solving: Act as the primary liaison between the warehouse and customers, coordinating operations across all business channels and ensuring customer satisfaction.
Special Projects: Manage special warehouse projects and handle unique shipping requests with precision.
Routing Guide Execution: Support the B2B channel by executing routing guides, preparing materials as needed, and coordinating pickups and deliveries to national retail chains.
Issue Resolution: Report any issues to management and work with relevant departments to resolve them, implementing root cause analysis and corrective actions to prevent future occurrences.
Customer Projects: Participate in customer projects, whether they involve established processes or the development of new ones.
Customer Support: Keep customers calm and informed, even in confusing situations, by providing clear communication and solutions.
Policy Communication: Explain changes in company policies to customers and ensure they understand how these changes affect them.
Order Adjustments: Handle order cancellations, upgrades, and changes efficiently, following all company procedures.
Main Functions:
Information Provision: Answer customer inquiries and provide detailed information as needed.
Escalation: Escalate unresolved issues to the appropriate internal teams for resolution.
Troubleshooting: Resolve common issues and work collaboratively with other departments to find effective solutions.
Customer Feedback: Collect and document customer feedback to improve service quality continuously.
KPI Tracking: Monitor customer service KPIs and metrics to ensure performance meets company standards.
Billing and Services: Review and bill services to customers, addressing any billing disputes or inquiries.
?Qualifications:
Education:
High School Diploma or GED required.
Additional technical diplomas or certifications in relevant fields are desirable.
Experience:
Minimum 3-5 years in a Customer Service role, preferably in a Distribution Center (DC) or 3PL environment.
Skills:
Languages: Fluent in English (C2/C1) and Spanish.
Technical Skills:
Strong business acumen and a basic understanding of warehouse, inventory, and logistics processes.
Proficiency in Microsoft Office (Outlook, PowerPoint, Word, Excel) and communication tools like Slack.
Ability to present information effectively across different formats and platforms.
Soft Skills:
Proactive problem-solving and the ability to anticipate issues before they occur.
Transparent, open, and empathetic communication style.
Ability to multitask in a fast-paced environment.
Strong math skills and attention to detail.
Assertive, analytical, and objective-oriented mindset.
Internal Relationships:
Import/Export, Compliance: Ensure timely and accurate flow of inventory in and out of the warehouse.
Operations — Warehouse: Monitor inventory accuracy and participate in resolving discrepancies and managing special projects.
Finance: Ensure accurate and timely customer billing, with a clear understanding of associated charges.
IT & Data Management: Facilitate smooth data exchange between the customer and Compani.
External Relationships:
Customers: Guarantee overall customer satisfaction and gather feedback for service improvement.
Freight Forwarders & Suppliers: Monitor shipment status and address any documentation, material, or quantity discrepancies.
What We Offer:
Competitive Salary: Reflecting your skills and experience.
Benefits: Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
Career Growth: Opportunities for training, development, and career advancement within a rapidly growing company.
Work Environment: A supportive, inclusive culture with flexible working options and a commitment to work-life balance.
Recuerda que ningún reclutador puede pedirte dinero a cambio de una entrevista o un puesto. Asimismo, evita realizar pagos o compartir información financiera con las empresas.